Compelling customer experiences require “a constant stream” of customer feedback, Slack’s global vice-president of marketing, Kelly Watkins, says. It’s sound advice and not overly complicated, but often, it’s difficult for companies to achieve.
“You have to have access on a constant basis to your customer, and understand what their needs are and what their challenges are – and what they’re trying to achieve,” Watkins tells CMO.
As an example of how and where Slack is able to stay in touch with the customer in real-time, she point to an integration between the collaboration platform and Twitter.
“We type all the tweets we receive at our main Twitter handle into our Slack workspace, and that enables anybody on the team