Domain 1 of 6·Understanding Your Customer
Do you actually know why customers choose you — and why they'd leave?
1.Customer feedback is collected regularly, not only after problems.
2.Feedback is gathered from every channel customers use.
3.Insights are shared with the teams that can act on them.
4.You can describe your top three customer frustrations with evidence.
5.Customer research shapes decisions before they're made, not after.