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Embracing complexity

If you are responsible for customer retention strategies, growing market share, customer due diligence, or other complex customer centric strategies, I encourage you to watch this short video.  

In this video, Eric encourages us to zoom out to solve complex problems. This approach is true for customer survey research too.

When conducting a customer feedback survey, we should not limit our analysis to only the information provided in the survey.

Instead, we must zoom out and combine other sources of information, such as financial data, operational metrics, and an emerging source of information is social media chatter.

Are you zooming out to zoom in on your complex problem?

About the Author

Leslie Pagel

Leslie Pagel

As vice president of customer experience, Leslie is responsible for incorporating the voice of Walker’s customers into the solutions development process. To do this, Leslie spends the majority of her time interacting with Walker account teams, clients, and prospective clients to understand their business challenges. She coordinates several listening posts that are used to drive strong client relationships and enhance our consulting and technology capabilities.

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0 thoughts on “Embracing complexity

  1. Hi Leslie, fellow IU Grad here…

    Although Eric asks us to zoom out, something I noticed is that the initially extremely complex problems as demonstrated through a chart or web, was actually focused down quite to second and third tier relationships. Additionally, of those relationships many of which were not actionable. Seems like he is asking us to zoom out, focus and understand how one action (introduction of a new species) can have multiple consequences (the rise and fall of other species), but also how one desired result (support for new government) requires many levels and sources of input.

    Although it would appear to be a simple enough concept, implementation of this idea almost require an inception or a change of habit for many. In your zooming out to solve problems have you found it beneficial to create your own map or web, or is this idea not novel to you?

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