Should federal government take steps to break up the following U.S.-based companies?
Five Tips on Listening
to Your Customers
Advice from three masters
of social listening
1 BE AGILE Behavioral data doesn’t inspire people. Dig into the why behind the numbers using an agile research approach. Survey
responses and real customer stories re-
store a necessary human element to your
quantitative data. —Christine Rimer,
senior vice president, SurveyMonkey 2 EMBRACE THE NEGATIVE There are thousands of things you could o to improve customer experience. Negative feedback helps you prioritize
the major pain points on that list.
It’s critical to pay attention to the people
you’re not delighting. —CR 3 ENLIST YOUR CUSTOMERS Involve your customers in the develop- ment of your product. Ask them specific questions about all facets of the design—
you will get amazingly detailed and
helpful ideas. Then celebrate your cus-
tomers’ input when the product comes
out! Everyone wins. —Amanda Hesser,
cofounder and CEO, Food52 4 GE T REAL As research has evolved over the years, our consumers have more ways to share and connect than ever. Most brands can
head to their Instagram pages or retail
sites and get real-time, candid feedback.
—Leslie Miller, director of marketing,
ice cream North America, Unilever 5 DO YOUR RESEARCH We wanted to understand from vegans and vegetarians how they snack, and they told us they ate a lot of healthy things.
When we actually went to their homes, in
addition to healthy food, we found indulgences like chips and ice cream. —LM
This country tends to look at things from the U.S. point of view. When you talk to a business leader in Germany or Malaysia or Vietnam, they don’t look at the U.S. as the center of the universe. I think what we’re going to increasingly see are businesses that rise on the back of econo- mies that are not U.S.-centric.”
LIZ HILTON SEGEL
Managing partner for North America, McKinsey & Company
The next recession is likely to come;in:
2019 2020 2021 2022 2023+
The State of Capitalism
Which of the following statements comes closest to your view?
IMPACT COUNCIL MEMBERS FORTUNE 500 CEOS
YES NO NOOPINION
Capitalism is in crisis and needs a major overhaul to
better serve society.
Capitalism is not in crisis, but it would benefit from some
tweaking to better serve society.
Capitalism works just fine as is.
Should federal government take steps to increase regulation of the
following U.S.-based companies?