Your target groups see more than you do

You have a helpdesk, customer care department and perhaps even a webcare team. All with the task of monitoring (negative) emotions among your target groups. You analyse their findings because they are opportunities for performance improvement. You should thereby pay particular attention to structurally recurring complaints that arise from human behaviour. Such complaints in particular are a good indicator of the real competitive strength of your organisation. Since you most likely will have invested in knowledge, tools and processes, just like your competitors, these assets are unlikely to be an issue for competitiveness. But when was the last time you invested in behaviour?

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