What Getting Closer to Your Customer Really Means

I just wrote and delivered a webinar for Rant and Rave. Cool people with a great feedback platform. I also got the chance to listen to how one of their customers, Papa John, uses it. Already impressive results.

We had a great discussion around how it could evolve in the future with leaderboards at individual franchise level, each competing to be best at delivering the perfect pizza experience. I won’t say more since it’s a live discussion for them and they have a clear shot for significant differentiation if they optimise the opportunity.

Anyway, this was a slightly different gig for me. Instead of customer service and social media folk, I had customer engagement, customer insight titles in the audience. Turned out it was the same conversation around the same core issues.

But I produced some new material which I thought you might like to have a look at and use for your own transformation efforts. I based the structure of the presentation on the questions asked during the registration process, which created an interesting insight into what concerns people most. Hence the title of the post.