5 project management hacks for a better customer experience

How to be a great project manager
How to be a great project manager
How to be a great project manager

5 project management hacks for a better customer experience

Some customers get excited about EVERYTHING. You know the ones, you changed the font from Times New Roman to Arial in your presentation, and they’re jumping out of their chair. And then there’s the customer that no matter what you do nothing seems to excite them. You could hire a sky writer for their product launch and they’d still look bored. That doesn’t mean your project is a failure, these customers are just difficult to excite. How can you add some spice to those hard to please customer meetings? Brad Egeland at CIO has five “hacks” that he says will get even those hardest to please customers bright eyed and bushy tailed.

  1. Dashboard status reporting: Everybody loves dashboards. Colors, flashing lights, details, indicators – the more the merrier. Dashboard status reporting gets the information across and keeps everyone up-to-speed.

  2. Conduct lessons learned sessions: Lessons learned sessions allow customers and coworkers to give feedback for real-time improvement.

  3. Bring your CEO to your next project status meeting: The attendance of a CEO or high-level executive will make your customer feel like their project is at the top of your company's importance list. (Plus, the star power might actually get them to stop yawning and look at the pretty dashboard you spent hours putting together.)

  4. Assign a free resource to walk them through UAT: It’s unethical for you to do the actual user acceptance testing (UAT) for the client, but you can help them set up free test scenarios so that they are doing it correctly. Doing something right and for free? Sounds like good customer service to us!

  5. Plan well for project deployment: How you handle the hand off to the customer will make or break customer satisfaction. Be available for the next 30 to 60 days as transitional support to hold their hand. This is the epitome of customer experience.

So what excites the “unexcitable” client? Going above and beyond what is expected of you as project manager. Doing so will make you a better manager, a better leader, and a better operations professional.

Are you ready to advance to a senior leadership role in a global operations capacity? Then it’s time to enroll in Kettering University Online's Master of Science in Operations Management degree program. As a student, you will master the modern operations process knowledge and business management skills needed to manage operations on a global scale, and you have the opportunity to immediately apply your learnings hands-on in your own organization.