his is the sixth and final post in a series titled "Team Member and Customer Experience Value."

In my recently released book Stronger Through Adversity, Natasha Hritzuk the Vice President and Head of Consumer Insights at WarnerMedia Entertainment shared the challenges leaders can face when mining consumer insights to understand value drivers – especially in the context of a pandemic. According to Natasha, “In the first two months of our journey with COVID-19, we were concerned about a consumer survey being unwelcomed and receiving a low response rate. So, we initially engaged people in ways that were a bit unusual for us—through online focus groups and ethnography [descriptive or immersive studies using tools like customer journals]—before we returned to a survey approach.”

How would you rate your ability to drive customer success by using customer analytics at scale through formal listening?

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