Episode 215:
Trained as a behavioral scientist, differentiation strategist, and customer-centricity expert, she teaches executives the art and science of strategic differentiation through understanding customer and organizational behavior.
Andrea is the author of What to Ask: How to Learn What Customers Need but Don’t Tell You and an ongoing contributor to multiple major publications, including Harvard Business Review, Entrepreneur Magazine, INC., Chief Executive Magazine, and Rotman Business Magazine (University of Toronto). She is also literally a world traveler, having worked in over 12 different countries throughout her early career. Andrea also serves as an instructor for the University of Iowa Venture School and a Business Coach for the Tippie College of Business Startup Incubator.
- Engaging in conversations beyond generic surveys
- Gaining insights into client frustrations, fears, and expectations
- Addressing slow processes and communication gaps
- Utilizing tools, communication, and technology for better client satisfaction
- Importance of employee behavior and conversations in shaping customer perception
- The organization must prioritize client needs and experiences
- The challenge of moving beyond generic feedback mechanisms
- The importance of true understanding through direct dialogue
- The limitations of scorecard metrics in providing actionable insights
- The focus on specific aspects of client experience for real improvements
