Helpful Expertise #4: Knowledge + #5: Insights
Harness your expertise and insight to ensure the best possible outcomes for your customers.
Jim Stein
Published Date: June 17, 2024
Knowledge
Expertise is what members of your team know about the various types of work they produce and the industry they belong to. They’ve gained this knowledge through direct experience and study. You’ve trained them on Best Practices, which produce better outcomes, and they use their expertise to communicate with customers and decide how to do the work.
Insights
An insight is a combination of understanding a situation and knowing what to do with this understanding. “I understood that Mary’s job has X to deal with, so we decided to do Y.”
With this understanding, your team can give personalized, specific expert advice and set up the job to avoid problems. Without this understanding, they can’t.
A single insight can determine the outcome of a job. The difference between “one size fits all” expertise and truly helping an individual customer starts at understanding the critical aspects of their specific job and who they are. Then your team can formulate key insights into how to approach the work and the customer.
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