Voice of the Customer, Customer Feedback and many kinds of customer satisfaction scores are very popular today. There are hundreds of technology companies offering various solutions to listening to the voice of the customer. However, it is very likely that you have heard the quote from Henry Ford saying “If I had asked people what they wanted, they would have said faster horses”. Who is right then? Is it possible that voice of customer can mislead our business decisions?
Before getting into details of brand promises, let’s take few seconds and think about it. Do brand promises mean anything to you?
Yeah, I am sure you have heard it at least once in your life: “Sorry, it is against our policy”. Lately
What Drives Your Retail Customer?
Iit is not enough to know the key drivers; you should also find out the factors within those drivers that are key.
Customer Complaints. Are they your enemies or your friends?
Think about the most memorable thing you have done this week and what made it so.
It doesn’t take you long to remember that moment, does it?
There are three key principlesin turning mediocre customer experiences into
Not all the customers treat your business equally; therefore you need to focus on listening to voice of those customers that are the most valuable for your business.
The Blue Ocean Strategy is highly related to process innovation. The idea of this strategy is to build new businesses where none existed before. So-called Blue Ocean industries are more profitable than traditional business fields with head-to-head competitors. In the Blue Ocean strategy, you must offer your customers a value innovation (i.e. tangible product or service advancements) accompanied by demonstrable savings. To be able to do that, you have to look at your process innovation from a new perspective. Let’s revisit the six steps of the Blue Ocean strategy from a process point-of-view.
Any process development program is a phased program. The first important phase is the launch. You need a plan in which the organization describes how it will roll out the Business Process Management initiative, selects processes for development and trains the people to lead the actual implementation.
Your plan for a successful BPM deployment should include, but is not limited to the following nine steps: