End-to-End, Mouth As An Ends?

I recently chatted with a friend from the oral care industry about end-to-end experiences. It was touching upon this point from the CX.report:

Let me remember what I learned:

  • Using search terms to understand unrealized emotional needs versus “unmet needs” (a la Perri point)
  • Using natural language analysis from interviews to find these unmet needs as impacting feelings of insecurity or embarassment
  • Generating templated text that speaks to the kind of care and products needed for those unmet needs — to be delivered through automated marketing or from an oral care professional
  • And then by fulfilling the unmet needs, raising NPS scores to an unheard of level because a root cause gets addressed

Pretty neat! —JM