Blogs

Ex-Google CEO Eric Schmidt said, “And the customer has a voice; Provide a bad product or lousy service at your peril.”... Every executive head in an organization should prioritize the voice of customer programs. After being coined for the first time in a 1993-MIT Marketing Science paper , it all came down to what the leadership approach should be toward Voice of Customer (VoC) programs.

Revenue, growth, and similar Key Performance Indicators (KPIs) measure how customers are performing for the company. But organizations that wish to be customer-centric (and maximize growth) must also measure how the company is performing for its customers." - Gene Cornfield .... Not only the customer experience but any business activity is incomplete without measuring its results. Without measuring, how will you know how your million-dollar campaigns perform?

“Any powerful idea is absolutely fascinating and absolutely useless until we choose to use it," said Richard Bach, a famous American author.

Data has become the predominant operational asset in businesses like capital, factory, and machinery.

"Without big data analytics, companies are blind and deaf, wandering out onto the web like deer on a freeway," says Geoffrey Moore , Management consultant and author of ‘Crossing the Chasm.’...

In 2018, a Spectrum customer experienced 3 no-show technician appointments merely for an address-change request. After going through a yelling incident, 10 futile calls, and 15 days without internet, the customer was made to pay for those 15 days of non-service, something their accounts department was unaware of!... And the result - The customer had to switch to a competitor's services. So what went wrong for Spectrum?

A customer-led product strategy essentially implies that your consumers come first at all times.

It often frustrates us when we call customer service and are asked to dial 1, 2, 3 to infinity to connect to the right customer service agent who deals with our problem. Maybe after dialing this much, we may get an automatic voice record like 'please hold the call to connect with the available agent.' We may finally get a 'chance' to speak to the agent, or we may not!