CultureLife at DaxkoTechnologyWorkplace

Yes, We Actually Listen to Our Customers

By October 6, 2014 No Comments

Last month, we hosted our annual Reach customer conference. We offered sessions covering thought leadership, product training, efficiency, engagement, and several other topics. We also offered Roundtable sessions, which we typically do every year.

It’s a  unique situation to have several customers in one room, so we wanted to move beyond the typical “airing of grievances” roundtable, to something more constructive for everyone—Daxko team and customers alike. We started with these three simple goals:

  1. Have Daxko customers learn from each other
  2. Generate new ways of using Daxko Engage now and in the future
  3. Everyone has a voice

Throughout the session, we asked three questions that aligned with the goals above. We then had participants share their results with the rest of their table. We had about 6 tables with 6-10 people at each table. Here is what the flow of the session looked like.

  • What are your outcomes? (Participants shared their outcomes with each other.)
  • How are you currently using Daxko Engage to achieve these outcomes? (Participants shared results with each other.)
  • What do you think Daxko Engage is missing (barriers, ideas, improvements)? (Participants shared results with each other.)
  • Then vote on your top three “ideas”, and have one person from each table share those three.

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GROUPING

The following week, our interaction designer, Erika B., took all those responses and put together a couple of mind maps for both the outcomes that were jotted down as well as the ideas that were shared. The goal here is to better visualize all the possibilities and understand the relationships between them.

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TOP TAKEAWAYS FROM DAXKO TEAM MEMBERS

Patrick B, the Developer team lead for Daxko Engage said, “I learned that we’re in the ballpark about what Engage needs most urgently: support for larger associations. Things like branch-focused view and increased visibility and accountability of engagement efforts are our biggest needs. Beyond that, there are so many big things we can build Engage up to help: prospecting, participant engagement, etc. Mostly, I got a better feel for the sentiment and motivation behind some of these needs.”

Martha C, an implementation project manager was able to find a couple of misunderstandings in the bunch and actually follow-up with a few customers to clarify some items in Daxko Engage.  She also learned that engagement is a moving target and that we have to do our best at aiming.

Laura G, an Adoption Coordinator enjoyed getting the opportunity to observe and listen to the conversations between our customers.

As Patrick B mentioned, we feel better about where we are headed now, and have some better ideas on what to explore in the future.

WHAT DO YOU DO WHITH ALL THOSE IDEAS?
We’ll use different techniques to further explore each of these ideas, depending on the context and depth of the problem that we are trying to solve. Some examples of how we’ll follow-up include:

  • Follow-up with clarifying questions
  • Look for patterns to emerge.
  • Help implementation and adoption
  • Clear any misunderstandings
  • Prioritize with other customers
  • Form hypothesis and test ideas with customers

WILL YOU DO THIS NEXT YEAR?
I think we’ll certainly follow a similar structure and improve on how we facilitated this session. It was exciting to hear and share ideas with customers, and to see them sharing ideas with each other.

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