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