Managing Customer Value
Prototyping is a way to introduce our products or services in a very disarming way. It is a way of saying, “I respect your opinion.” Creating that empathetic connection with others can have a profound impact on your company. We all prefer to buy services from people that we perceive to be experts in their Read More …
Lean has reacted and supported the improvement of services through the foundation based on Deming’s 14 Points Applied to Services (Quality and Reliability). In Deming’s view, management was responsible for 85 percent of all quality problems and, therefore, had to provide the leadership in changing the systems and processes that created them. Management needed to Read More …
How much of your business innovation focuses on ease of use versus being on the cutting edge? How much of Apple’s success was a result of making things simpler to use versus being innovated? Few Apple products were first to market; they usually were 3rd or 4th to market. However, they always excelled at USE Read More …
Half of all consumer purchases are either transacted online or driven by online research and word of mouth. To succeed in the digital marketplace, it’s no longer customers that matter most, but users—anyone who interacts with your company digitally. Keep users happy, and customers follow. I asked Aaron Shapiro CEO of digital agency HUGE and Read More …
Most of them know how to solve their problems. Most of the time a salesperson is not invited to the table till 60% of the decision process is already completed. If you are there to tell the customer that 1 + 1 = 2, you are there responding to a request for a proposal and Read More …
Next week’s podcast is with Nir Eyal, author of the book Hooked: A Guide to Building Habit-Forming Products. In the podcast, we discuss BJ Fogg’s work at Stanford on Behavior. This is a great introduction to how to create daily habits. How would you change your habits around Customer Engagement? How could you help create Read More …