Blog

Tune in to your Channel

Voice of the Channel: business listening for mutual success Many original equipment manufacturers (OEMs) face a very real business challenge: reliance on indirect sales and service networks to sell their products and to be the local face and expert for their brand. Too often OEMs do not provide what their channel partners need to be…

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When to pay for a market report

Decision support for syndicated market research Experienced leaders know that research into markets, customers, and competitors can provide invaluable inputs to their strategy development and execution. First, a decision must be made between three basic research sources: doing it yourself, hiring a partner for custom research, or purchasing a syndicated report. Syndicated research is touted…

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Customer centric vision: keep it simple

Customer centric vision: keep it simple Vision. It guides strategy formulation and sets the tone for what’s expected in all departments. I encourage you to read the utility industry-focused Customer Experience Management: CX Vision Statement. It covers all the bases – the why, what and how – of defining, communicating and incorporating the customer experience vision into…

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Leading successful customer-centric transformations

Leading successful customer-centric transformations “You need C-suite leadership for your major initiatives.” Hearing this constant refrain, experienced business leaders must feel “it’s like déjà vu, all over again” as Yogi Berra famously quipped. However, that doesn’t make it any less true, especially in customer-centric transformations. A company’s journey toward increased customer-centricity demands a level of…

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VoC with a Purpose

Voice of the Customer with a purpose Have you ever launched a product based on the input of a salesperson for a national account and then wondered why others won’t buy it? Or added features only to find that the added cost prices you out of customer consideration? These are examples of failed strategy execution…

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Using VoC for Improvement & Growth

Using the Voice of the Customer for Improvement and Growth “The customer satisfaction survey results are in. Now what?” This should be a red flag if you hear this in your company. Collecting data from customers without effective analysis and a purpose in mind is just listening for the sake of listening, rather than listening…

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Achieving greater customer centricity

It’s conventional wisdom that loyal customers buy more, cost less to serve, and are therefore more profitable. As a result, many organizations are pursuing customer-centric strategies to place the customer front and center to their operations – but how do they get there and make it stick? The answer is founded upon a deep knowledge…

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