I originally wrote this post as a two-part series for InsideCXM in February 2014.
A couple months ago, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was thesixth sense: It doesn't hurt to be able to perceive those things that are not seen or immediately apparent. That intuition is something that will allow you to delight your customers.
Is it possible to know your customers simply through ‘at a distant’ listening methods like NPS, post transaction surveys, social media, text mining customer call records etc? I get that many of you are convinced that you do know your customers. You are that you know what matters to your customers. You are that your VoC listening programmes provide you with insight into your customers.
Why do we love our digital devices? The answer might surprise you -- it's not because they look good, feel good or are somehow aspirational of where we want to be in life. It's because they are increasingly becoming a "second self" that we carry with ourselves wherever we go.
I’ve finally gotten around to reading “The Opposite of Fate: A Book of Musings,” a book released quite a while ago by Amy Tan, the author of best-selling novels like The Joy Luck Club and The Kitchen God’s Wife. Like all of her other writings, this book has been a delight to devour. Not only has it entertained me and helped me understand Tan (and therefore myself), but also it has inspired me. Tan includes many insights about story-telling and communication in general which I believe can be applied to developing brand strategies.