To show that you are in touch with your organisation’s primary business you need to have a working knowledge of customer statistics, such as their needs, preferences, service experiences, issues and concerns.

Ask yourself these critical questions:

• Do I have access to a constant stream of customer research or profiling that my organisation gathers?

• Am I familiar with the customers’ expectations, needs, preferences and experiences, whether good or bad?

• Do I know what kinds of things customers find especially satisfying? What is it that the organisation does that keeps customers coming back?

• Do I know what kinds of things customers find dissatisfying? What threatens their loyalty or actually causes them to take their business elsewhere? What are their common complaints?

• Do I know how customers, whether current or emerging, describe their needs?

• Do I have a combination of quantitative (measurable) and qualitative (stories and examples) data? Have I considered how these data points inform (or might inform) my own team’s vision, priorities and provisions of advice or services?

Did you find this tip helpful? You can find many more in our book Master Expert: How to use Expertship to achieve peak performance, seniority and influence in a technical role.

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