For many years we’ve been helping our clients sort out how to create and sustain value for their customers. Few would argue that the Voice of the Customer is essential. We all too often find that the Voice of the Customer collected and reported is more about the organization, how well they are liked, or opinions on performance (not real performance), rather than those that focus on the customer’s world. Hearing and understanding the actual Voice of the Customer has too often been interpreted from gathering data that feed survey instruments, reports, dashboards or scorecards. By searching for and producing data that can be rolled up, opportunities for critical insight are lost. Feeding the tool or report can become the goal and by the time the report comes, the customer might be gone. Are we missing something? “Happy families are all alike; every unhappy family is unhappy in its own way.” Leo Tolstoy, Anna Karenina. Count Leo has a point.
- Better Late Than Never, or Better Never Than Late? August 30, 2013
- Complexity and Fragmentation Kill the Bottom Line July 12, 2013
- Federal Obesity …. lots of fat, free refills, and no will to change the lifestyle. February 28, 2012
- Good or Grief, Charlie Brown! November 11, 2011
- I’ll Take That Message Medium, Please October 5, 2011