I just wrote and delivered a webinar for Rant and Rave. Cool people with a great feedback platform. I also got the chance to listen to how one of their customers Papa John use it. Already impressive results.
We had a great discussion around how it could evolve in the future with leaderboards at individual franchise level each competing to be best at delivering the perfect pizza experience. I won’t say more since it’s a live discussion for them and they have a clear shot for significant differentiation if they optimise the opportunity.
Anyway this was a slightly different gig for me. Instead of customer service and social media folk, I had customer engagement, customer insight titles in the audience. Turned out it was the same conversation around the same core issues.
But I produced some new material which I thought you might like to have a look at and use for your own transformation efforts. I based the structure of the presentation on the questions asked during the registration process which created an interesting insight into what concerns people most. Hence the title of the post.
Here is the link to the actual webinar. Enjoy!