Finding Out What Your Customers Want and Why It Matters | Andrea Belk Olson (opens in new tab)

Customer feedback lacks two fundamental pieces of information: context and behavior. Traditional methods of insight, like the Net Promoter Score (NPS) and customer feedback surveys have their limitations. Andrea Belk Olson, our guest on this episode, challenges organizations to adopt a different approach to customer behavior by delving into the WHY and the WHAT, then coming up with a WOW hypothesis - a 3 step process called the 3W Ideation. Author of the new book, “What to Ask: How to Learn W...