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?