Tue, 9 January 2018
It's not all that uncommon for companies to have to communicate with multiple different constituent groups. In Torchlight's case, they have customers who are licensing their software, and they have caregivers who are the actual users of the platform. To complicate things further, these caregivers don’t necessarily always self-identify as users/caregivers. And when they do, their use tends to be more episodic and sometimes in a moment of crisis! How do you then resolve that balance between communicating to each of those constituents in a manner that doesn't feel confusing or at least targets them when they're in the right frame of mind for interactions with you?
In this episode, Carolyn discusses how Torchlight uses data from multiple constituent groups to inform their product releases, messaging, and driving value for their customers.