Why do businesses fail?
Sometimes it’s bad management or poor execution, but more often it’s a simple inability to create a product that people actually want to buy.
And how do you know what people want to buy? You ask them.
Getting customer feedback sounds simple enough, but in practice, getting useful quality feedback from customers can be challenging. I was asked in a recent session I was leading about how to assess customer assessment of their companies performance.… Read more
It seems to many people that any problem a customer is willing to pay for, is worth solving. But that may not be the best way to create a sustainable business. Typically we will start with our own ideas, but this is probably not focused nor compelling enough.
Start with a customer problem, not an supplier idea. Ideas are “free floating” — and most will never turn into a business unless they solve a fundamental problem.… Read more
We hear a lot about digital engagement as a means to enhance our customer service. About how everyone is using digital means to engage with everyone. But Im delighted to know that my gut feel that this trend is overblown, is correct.
The 11th annual Accenture Global Consumer Pulse Survey measured the experiences of 24,489 customers in 33 countries and across 11 industries to assess consumer attitudes toward marketing, sales and customer service practices, primarily focused at digitising customer services.… Read more
Last week I wrote about happy customers and managing expectations.
Today, I’d like to take that a little further, by looking at ways we can use expectations to benefit our business.
Last week all I suggested was; “under promise and over deliver, but not by too much“. OK, not too insightful, although often this first most basic step is ignored. … Read more
As a General manager you should aim to have a happy customers.
There are times, though, when customers become unhappy, even though you believe they have no right to be. And remain less than happy, no matter what you do.
Today, I’d like to offer some advice, an explanation, and a general strategy.
The advice is- get used to it.
While you can create a great environment for customers, you can’t make some unhappy customers happy.… Read more