Using Mobile Phones to Capture Customer Experiences
May 5, 2011Emma MacDonald, Hugh Wilson, and Umut KonusTheir two main conclusions are 1 Track your customers brand experience in real time and 2 Capture all touchpoints.
A thought on how to execute . . .
Have it impact your designs in “real time,” so have the real time feeds (activity streams) be viewable on large monitor in working areas or hallways of your company. Or have them be appended in 2s or 3s onto the bottom of email messages (like signatures, but from these customers) so that they offer a customer voice on on going projects and conversations.