Last week we began a new series of articles to complement our Experience Economy series, what we are calling Becoming Customer Focused.
Gathering customer feedback is the only way for a company to truly know and understand its customers’ needs, wants, concerns, and issues, as well as create more and lasting value for them. However, while most companies receive customer feedback, whether unsolicited (e.g. via comments, suggestions, complaints, questions, concerns, etc.) or by proactively soliciting feedback through surveying, many still struggle to manage and act upon that feedback in real-time.
I get this question every time I tell someone what it is we do here at Nucleus Strategies. Even other CX professionals ask me this question; I'm convinced they just want to hear my answer and compare it to the one they use!
Topics: customer experience
Today, it is my pleasure to introduce a new a new series of articles to complement our Experience Economy series, what we are calling Becoming Customer Focused.
Giorgia Lupi is one of the most astonishing practitioners working the field of data visualization and design. Her tremendous body of work can be found all over the globe, demonstrating a breathtaking diversity.
In our quest to continually improve Customer Experience methods and practices, James and I regularly expose ourselves to various strategic and tactical concepts put forth.
Topics: The experience economy
One of the most interesting questions we ask our clients when we first begin working with them is this: we ask them how they capture ideas.