HappyOrNot recently hosted a webinar called ‘Back in Business – Customer Centricity is the New Normal’ with Jim Tincher, Founder and CEO Heart of the Customer & Sarah Hitt, Embedded expert HappyOrNot.
They discussed how the world has changed since Covid -19 and how the focus on customer will become even more important. Sarah talked about how being customer centric means creating a positive experience for your customer. Sarah suggested that when gathering feedback “Focus on how customers feel while experiencing your brand“
Jim agreed that it is critical to gather feedback at the point of experience or “Get them in the moment” , “In that the more we separate from the experience the more biased and uninformed our data is“
Sarah suggested that the best way to gather feedback at the point of experience was to “Remove friction by making it attractive and inclusive to share feedback”
With these things in mind Sarah suggested that organisations need to be thinking about the solution they use that will allow them to gather feedback in this way when implementing a customer experience initiative.
“Companies that successfully implement experience projects begin by focusing on how they collect and analyze customer feedback” Gartner
See the full webinar here:
