Przepis na udaną relację i rozmowę z Klientem?

Millennium przy wsparciu ekspertów Concordia Design udowadnia, że to możliwe.

"Implementing a survey in an organization that has been designing solutions based on identified audience needs for years is quite a challenge. When conducting a survey, we want to provide clients with new knowledge, shed fresh light on the action being taken, rather than simply replicating what they already know. Therefore, an important element of our activity was data recycling: analyzing previous research reports in terms of the issue we were interested in. It allowed us not only to extract valuable information, but also to plan a more effective study. Our priority was to learn the perspective not only of the customers, but also of the employees of the facilities, so we planned activities already at the research stage that allowed us to learn the perspective of two parties.
A distinguishing feature of our process was our approach to testing solutions. Working on a solution for Bank Millennium, we obtained information during the pilot. By giving both customers and advisors a chance to experience the new solution, we were able not only to listen to their opinions, but also to observe their behavior, which definitely deepened the perspective and made it possible to refine the concept."

Agnieszka Mróz
service designer and researcher, Concordia Design Consulting expert

In July's New Sales magazine, our expert Kasia Rząsa discusses this with Agnieszka Otolińska-Grabska - head of the retail chain's service quality management team in the quality department, and Katarzyna Nowotna - Senior Project Manager at Concordia Design.

About the author_rce

Katarzyna Rząsa

Moderator and facilitator of Design Thinking and Creativity+Thinking. Specializes in supporting strategic projects (including experience in HR strategy PMO). She builds bridges between HR strategy and company strategy. She works with clients to identify and co-create the organization's DNA and values from the perspective of today/tomorrow's needs. She is passionate about projects that result in the development of new solutions, products and services. For more than a dozen years, she has worked with some of the largest employers in Wielkopolska - Volkswagen Poznań and IKEA Poznań. She is passionate about creating models that translate into everyday life. She has experience in employee satisfaction surveys and working with managers on change in this area and creating programs for HiPo in the organization. Consultant and workshop facilitator. An ultra-visionary, she works with great energy, determination and the belief that the impossible is always possible - according to her, it's just a matter of the right tools and process. Privately - gallup collector - loves to collect experiences, has countless folders named "inspirations". A fan of dopamine dressing.