__________________________________________________________________________________________ Should You Listen To the Customer?
Communication between the two parties is the biggest problem identified in this case. There is Elizabeth and Natalia on one side and Henry on the other. The difference here is that one side was able to clearly state his side. They are all artists and do not appreciate the interference with their artistic side. Natalia is part of this company due to the fact that she was a talented and respected dancer with them. Elizabeth, on the other hand, has to earn the boards respect by respecting the artistic talent and following the company’s values. She failed to communicate effectively how customer intelligence can help the company’s mission. She continues to refer to the company as “you” not including her as part of the team. Natalia also did not present the case with enough confidence to the board. Both Natalia and Elizabeth failed to present key points about the survey. For example, the surveys can point out the most valuable points from their customers, what day’s customers prefer to go see the shows, etc.
Henry discontinued the mask from future performances showing that in fact, he is open to customer feedback. This is another point that Elizabeth and Natalia may have presented to the board in regards to the surveys. Conducting a survey asking about children attending the shows would have solved this issue. Elizabeth and Natalia are faced with two alternatives. Either they remain as is, like Henry would like, or the board accepts the customer survey Elizabeth is proposing.
As a reader, we do not have sufficient information on what the surveys consist of. All we know is how simplistic they are. Henry cannot see how these surveys will benefit the company. He was not given sufficient information to determine what these surveys will be...
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