Blind Taste Test
Brand names hidden. Guess who it's about. Every miss becomes a fix.
The job
Challenges leaders' comfortable assumptions about how they compare with rivals. They guess, with brand names hidden, which company real public complaints and praise describe, and every wrong guess becomes a fix with a named owner.
The moment
Leaders read real public complaints and praise with the brand names hidden, and guess which company each one is about.
The CEO says "that's the rival, we'd never keep someone on hold for 40 minutes".
The reveal shows it was their own contact centre last Tuesday, with 311 similar posts. The CEO takes ownership of the fix.
Next quarter's comparison table shows the company's share of those complaints down by a third.
What it does
- Build and approve a deck
- Record a guess
- Assign the fix to an owner
- File the fix
What you see
Brand-blind taste-test quiz with a reveal and a quarterly calibration league
What it moves
How often leaders wrongly guess which company a comment is about, quarter on quarter, and your share of comments on each theme leaders made claims about, compared with rivals.
Built for
- Executives & leadership
- CX leaders & VoC
