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.
https://www.cmo.com.au/article/641588/how-slack-taking-human-approach-reaching-customers/
