Why Customer Insights Matter
Getting to know your customers isn’t as easy as it sounds. The first challenge is to determine what makes a profitable customer. It’s easy to have any insight on customers distorted by the ‘lens’ you’re looking through.
Sourcing insights on customers should be seen as a continuous operational process, not something that happens once every year.
Creating those insights requires knowledge of research methods but also a deep awareness of digital platforms and tools that can extract customer insight from day-to-day operations.
MEET THE CEO
When developing Business Models we recommend leaders hear directly from their customers to better understand their customer value. For this exercise, we normally interview customers with leaders in attendance to benefit from insights captured through an impartial interview.
We equip organizations to install mechanisms to review customer satisfaction at key points in their sales and implementation processes to ensure that customer feedback happens frequently and at the best possible moment when customers are engaged and happy to share their experiences.
We run research programs to capture answers to specific burning platform questions that aid strategic planning.
We supply made-to-measure customer insight platforms that harvest insights from operational systems to build a 360-degree view of customer insights.