CPBJ is my local business newspaper. A few weeks ago, I sat down with their technology reporter Jim Ryan and talked about my customer narrative work. Jim also interviewed Cynthia Kurtz and a client, Ross Kramer of Listrak.
The article turned out really well. For all those for whom I’ve been unable to explain what I do, this article does a good job of discussing using narrative analysis to understand what customers want and how companies can apply it. Check it out here.
Tags: customer service, customers, narrative, sensemaking
