Customer Perceptions

Welcome!

Companies around the world are putting energy into creating differentiated value propositions to hold consumer’s attention. Through innovative branding efforts, new approaches to delivering on the brand, enhancing customer service, and developing marketing capabilities, leading organizations try to find the right mix of content and capabilities that will attract and keep their best customers.

But, consumer expectations are at all time highs, and winning consumer’s hearts has become a delicate balance of art and science. As technology makes comparison shopping ubiquitous, and markets become ever more fragmented, capturing–and keeping–consumers’ attention is more difficult than ever. The conversation on customer focus, and creating a compelling customer experience, has been debated, studied, and an area of focus for leading companies for some time.

Contributors to this blog will explore a number of critical questions that will, hopefully, bring greater clarity to the issue of customer focus, and help establish a foundation that can produce value for both consumers and companies alike.

Topics we will broadly address…

1. What are the important “moments of truth” that customer’s value, but companies often misunderstand?
2. What can we learn from observing both successes and failures of how companies strive to create difference?
3. What is the value of a trusting relationship between consumers and the companies they do business with?
4. Where do companies need to focus their improvement efforts to create lasting relationships that result in economic value?
5. How can companies change the culture of their teams, and the attitude of their employees to better match customer needs, while not sacrificing long-term profitability?

Through examples, current events, our editors’ collective insights, and your comments and contributions, we will explore these topics through an open, insight-based, dialog.

We look forward to an enlightened, sometimes humorous, but always creative conversation.

The Editors

Editor :: Jan.01.2007 :: Uncategorized :: No Comments »

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