Updated: Aug 7
Being self-aware is often the first step in improving customer experience. In an article by Inc. the author Jeff Haden recounts Domino's woes and how they recreated themselves. A decade ago, Domino’s was the laughing stock of the pizza world and took last place in consumer taste preference surveys. Instead of ignoring the issue, Domino’s listened to customers and updated its pizza recipe. The company showed transparency by encouraging customers to post feedback of the new recipe on social media. Instead of getting beaten down by negative opinions, Domino’s listened to customers and made innovative changes that excited both employees and customers. Domino’s stock price has risen 5000% since 2008 and has made huge improvements in consumer taste tests.
We help companies understand there positioning in the market place and the changes needed to get to where they want to be. This process can only begin when they create a connection to their customers. The fastest, most affordable way for companies to tap into the power of their customers is through a market research online community, or customer feedback community. These communities allow companies to send out all kinds of surveys, and to conduct in-depth qualitative research. By creating a channel from management to customer surveys such as CSAT surveys can take place on a regular basis.
If you would like to find out more about how an experience management community could help you with customer experience management and or employee management then please do not hesitate to contact us!