Crack The Customer Code

Adam and Jeannie interview Alison Herzog, head of global social business strategy at Dell, about "deep listening" on a large scale. The art of “deep listening” in social business One of the most important elements to designing experiences is listening to customers. That sounds simple enough, but it’s easy to assume we understand what they’re trying to tell us when we really don’t! “Are we listening to really understand our customers, or are we listening to react…?” - Alison Herzog Our customers’ true intentions and the emotions behind them can be grossly misunderstood by humans and machines alike. So what happens when customers engage on so many channels that we need algorithms to sort it all out for us? To engage in meaningful ways, a socially active business needs more that the right software, qualified staff or a willingness to listen. Today’s guest, Alison Herzog, knows what it takes to connect all these things to a culture of “deep listening.” “If we don’t care about the person we are serving, th