Customers

Don’t Neglect Innovation

Don't Neglect Innovation

I haven’t been contributing as many articles here, as a result of some intensive consultancy projects and some personal time. Now that I’m back, refreshed and raring to go, the first thing that struck me was the analogy to innovation itself.  It’s easy for companies to be distracted and take the eye off innovation.  In many cases, it does indeed ...

Read More »

How to Effectively Conduct ‘Voice of the Customer’ Research

Ascertaining your customers’ wants and needs might compare to assembling a three-dimensional jigsaw puzzle with a few pieces missing. It requires a multi-layered process that includes both qualitative and quantitative methods, as well as a structure that prioritizes customer wants and needs. The Voice of the Customer (VOC) is such a process.

Read More »

The Changing Customer

Changing Customer

In previous articles I’ve spoken about how the pace of change is accelerating, and how for many people (and organizations) things are changing so fast that they feel overwhelmed and that things may be changing faster than some of us humans are able to absorb. I’ve spoken about how we are in the middle of a period of discontinuity thrust upon us by...

Read More »