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Chris:
Can you give an example for audience of the impact of qualitative data and how you’re using that at HootSuite and correlating that with your experience?
Kirsty:
Absolutely. So, our number one piece of customer feedback from detractors is around Instagram publishing. And, we were previously limited from being able to implement this due to limitations for our API access. However, we listened to that customer feedback and worked with our partners on Instagram, and are pleased to announce that just recently we released Instagram publishing for all of our Hootsuite customers. So, a very key example of listening to our customers, taking the number one piece of requested feedback and then driving meaningful customer innovation.
Chris:
Is there any other example you can think of too?
Kirsty:
Yeah, sure. We, actually, also have this classic mean tweets video that we created when we listen to our customers telling us about their UX, UI experience and we use that to drive updates to our UX, UI. Enjoy!
[Playing: Hootsuite Mean Tweets Video]

 

Chris:
Now that our audience has seen this mean tweets video; did that have an impact on engineers? They’re not normally customer facing, but did that impact the way they thought about customer experience?
Kirsty:
You know, I think one of the biggest things about making customer experience changes is helping everybody in the organization understand that customer experience is everybody’s responsibility. And, so, something like a mean tweets video, where we’re really showcasing and announcing our launch of Instagram publishing, galvanizes every single employee and the company around the customer and helps them to understand how important it is to listen to customer feedback and improve our customers’ experience.
Chris:
I want to thank you, Kirsty, for joining us today and sharing her best practices to improve customer experience and showing the impact that customer experience can have across your organization.



Also watch: Digital Transformation & the Customer Experience Part III

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Chris Lazzarini

Director of Operations

Chris Lazzarini
Chris Lazzarini

Chris Lazzarini

Director of Operations

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