How do you establish shared, customer-centric motivation in your teams?
‘Group IQ’ is: the ability of teams to perform well. Groups with high emotional intelligence outperform those with high cognitive abilities (Goleman). Harmonious groups try harder and pull together. Shared motivation provides the ‘pull’ in the same direction. So how do leaders establish shared, customer-centric teams?
Shared Motivation -> Social Harmony -> Group IQ
One well-established method is to undertake ‘voice of the customer‘ (VoC) research. So let’s hear from team members who have participated in a VoC research project: what benefits did they experience.
About the Project: Voice of the Customer to create Customer Persona
This team interviewed 70+ different individuals across 5 draft customer persona using a VoC discussion guide informed by secondary research. Team members cycled on an off the interviewing panel based on their role alignment with the customer persona and other factors. The voices below are from team members who participated in the final VoC workshop where the output was completed customer persona.
“What did you love / most appreciate about this voice of the customer project?”
With thanks to the ❤ team who kindly agreed to share their lovely voices!
Resources For Teams-based Voice Of The Customer Research
- Resources For Undertaking ‘Voice of The Customer’ Research
- A Complete Template for B2B Customer Persona Development
- Developing Employees That Love To Learn – Linda Honold
- Working with Emotional Intelligence – Daniel Goleman
Ready to invest in better understanding your customers? Inquire about Voice of the Customer research by emailing Jane at JEM 9 dot Com.
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