customer-driven market

Customer Experience Insulation

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The customer-driven market is the future of business. Those who thrive in it anticipate disruption, partner with key customers, relentlessly challenge the status quo, and drive, rather than adapt to, change. Decisions related to these strategies rely upon urgent, unfiltered feedback from customers. How insulated are you from this direct feedback? When a small business delivers a poor customer experience, the leaders quickly learn about it. Complaints rise and customers leave. Post-purchase reparations are expensive, and goal achievement is …

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Prevailing in the Customer-Driven Market

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Today’s market is more customer-driven than ever before. Everyone and everything is connected, everywhere and all the time.  Companies with ready access to formidable technology or “big data” believe that this gives them an advantage, but in reality, high connectivity makes this access available to many. Technical advantage is not long sustainable, and the bulk of generated data is often produced by looking inward at the business, i.e. product margins, run rates, etc., rather than by looking outward …

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