Reflection - Storytelling

Challenge & Selection

In my job as a customer success associate, we encourage our clients to share with us their pain points so that we can recommend them better solutions using our platform. We offer business solutions to help our corporate and medium scale

enterprise clients monitor their team's productivity level. One of our challenges is to get our clients to tell us their stories and share what they honestly think went wrong or right about their existing process.

I want to use the storytelling design thinking tool because it is one of the most appropriate for these scenarios. Besides, our team is already using it unknowingly, making greater sense to apply it officially on my job.

Application

Before presenting our services to our clients, our team usually makes a short pitch or story about how powerful our tool is. This sales pitch is just the first meeting out of a series of meetings that will dot our client's entire customer journey with us. After the sales pitch, we let our clients walk us through their pain points. We have forms that they need to fill to submit their organizational pain points. We also use sticky notes sometimes for this activity.

After we have collated all their pain points, we asked them for some clarification about the inputs they've submitted, and that's where we let them start telling their story. Hearing their pain points coming directly from them makes it easier for us to understand and empathize.

Insight & Approach

We've been using this process every time we had these meetings. The goal is to have the client talk and share their stories. After they've shared their stories, that's when we start showing the functions and features of our platform that can help them with their needs, making it more relatable and tailor-fit. I was just thinking that since we are using sticky notes sometimes, to improve our process further, we can also use the mind mapping design thinking tool. We can have our clients group similar concerns and let them debate over it. Allowing it a more interactive and immersive activity and though-sharing process.


Reflection - Storytelling Challenge & Selection In my job as a customer success associate , we encourage our clients to share with us their pain points so that we can recommend them better solutions using our platform . We offer business solutions to help our corporate and medium scale enterprise clients monitor their team 's productivity level . One of our challenges is to get our clients to tell us their stories and share what they honestly think went wrong or right about their existing process . I want to use the storytelling design thinking tool because it is one of the most appropriate for these scenarios . Besides , our team is already using it unknowingly , making greater sense to apply it officially on my job . Application Before presenting our services to our clients , our team usually makes a short pitch or story about how powerful our tool is . This sales pitch is just the first meeting out of a series of meetings that will dot our client 's entire customer journey with us . After the sales pitch , we let our clients walk us through their pain points . We have forms that they need to fill to submit their organizational pain points . We also use sticky notes sometimes for this activity . After we have collated all their pain points , we asked them for some clarification about the inputs they 've submitted , and that 's where we let them start telling their story . Hearing their pain points coming directly from them makes it easier for us to understand and empathize . Insight & Approach We 've been using this process every time we had these meetings . The goal is to have the client talk and share their stories . After they 've shared their stories , that 's when we start showing the functions and features of our platform that can help them with their needs , making it more relatable and tailor - fit . I was just thinking that since we are using sticky notes sometimes , to improve our process further , we can also use the mind mapping design thinking tool . We can have our clients group similar concerns and let them debate over it . Allowing it a more interactive and immersive activity and though - sharing process .