Blog entries categorized under Voice of Customer
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Pricing – Parity or Parody

 

Keep your eye on the Ball. Margin Management. Progressive Pricing. Value Pricing. Performance/ Importance Gap Analysis. Heat Map. Key Attribute Performance. Competitive Landscape. Building Strategic Relationships. Isn’t price just cost + desired return???

 

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Two Fallacies of Customer Satisfaction

Conventional wisdom has moved most firms to conduct an annual customer satisfaction survey to take the pulse of their customers.  While it is important to capture voice of customer or VoC information, there are two common errors that companies make in conducting customer satisfaction surveys.

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How is your Re-Org Impacting Your Customers?

Accelerate the effectiveness of the new organization and minimize the impact of change on our customers.


During significant corporate reorganization and personnel change it becomes critically important to frequently and thoroughly listen to customer perceptions. Unfortunately, too many organizations become internally focused and stop listening to customers.  

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Data, Data, Everywhere!

Successful companies know that engaging in thoughtful B2B Voice of Customer (VoC) programs will ensure positive customer responses and encourage repeat business. Over the years, these companies will collect a bounty of customer data and insights and understand how to ACT on this data to create top line revenue growth by utilizing their sales and account management teams in meaningful ways.
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Making Net Promoter Score More Actionable

I have been impressed with how actionable NPS has actually been in the industry since its birth in the 90’s.  By “Actionable” here, I mean getting businesses into gathering Voice of Customer beyond Satisfaction Surveys of the 70’s and 80’s.  What we discovered in the 90’s (with the Service Profit Chain research at Harvard) was that Customer Satisfaction pointed us effectively to “Pain Points” and was required for growth in Loyalty, but it did not effectively score our relationship with our customers or inform us of what drove loyalty.


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Driving Results from Research Findings

It is common for organizations to conduct voice of customer research studies, obtain solid information with insightful findings, but not translate that information into actions that actually drive results.