EPSIODE 31: Qualitative Data The Qualitative Relationship is to capture comments and opinions from your and the customer’s front line personnel. This is a series of questions driven by Point of Sale Surveys. Next is occasional Focus Groups where you propose changes based on collected data. You want to know if it is working. Finally, at the top of the data collection ladder is the Executive Advisory Groups, where you report on the relationship, what you have fixed, and the impact. This provides two critical opportunities: demonstrating changes made to improve the relationship and a chance to probe for new opportunities.

Topics: Point of Sale Their Front Line - comments Your Front Line - comments Focus Groups Share collected data to gain their interpretation and conclusions Testing new processes or features Executive Advisory Groups Discuss your report on the 'State of the Relationship', ask for guidance going forward Results Expectations - does the product / service deliver on promise User Friendliness (UX) - how easy is it to use Relationship with your business - where is the friction between the 2 organizations that needs to be removed