↶↷Sally Ryan is a sales specialist for Zenterprise Global Corp., a publicly traded company who markets and sells tiny, permanent in-ear implants made for humans to help them reduce stress, increase focus, and have a more positive outlook on life. She believes the implants minimize anxiety, bring joy, a sense of well-being, as well as the ability for customers to succeed in whatever life endeavors they choose to engage in. She feels good about a feature the implants have where customers can turn the implant functionality on or off at their will.
Sally routinely achieves star sales awards and receives generous quarterly corporate bonuses, but recently began to question the safety of the implants after reading social media posts by Torani Jacobs suggesting the implants may be detrimental to customers’ health.
Should Sally interview customers directly after they begin using the implants to gain customer experience data? Or, should Sally ignore online sentiment and continue to rely on Zenterprise’s internal customer experience reports to gauge the safety and effectiveness of the implants she’s selling?
Interview customers directly
Ignore online sentiment