The Secret Power of Customer Research
Great customer experiences start with truly knowing your customers and delivering excellent customer service. In this episode of Intercom’s Podcast 'The Ticket', Serena Chan, Research Advocate of Customer Experience at Dovetail, explains how to carry out the right type of customer research and weave those insights into your overall strategy. She talks about making the most of your data, balancing intuition with real customer knowledge, and truly understanding customer feedback.
🗂️ Chapters:
00:00 Introduction and Role of Customer Research
01:20 The Power of Customer Insights
04:06 Democratizing Customer Centricity
08:51 Designing a Memorable Customer Onboarding Experience
15:27 Building Collaboration Between Research and Product Teams
20:10 Success Stories: Improving Customer Service Through Insights
22:05 Future Trends in Customer Research
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