|
Top : What Do Customers Want: It's kind of an important question, but it isn't one that has received a lot of discussion or actual action, oddly enough. We will explore research and discussion of what customers really want and expect.
Articles:
What Do Customers Want? Professor Kano Knows « Customer Experience Matters - by Bruce TempkinI'm guessing that many of you weren't sure what this post would be about given the title. That's because most people have never heard of Professor Noriaki Kano. But anyone who deals with customer experience (or product development) should definitely learn about his work. Professor Kano is probably best known for creating the Kano Model (developed in the 1980's) that classifies customer preferences into five categories:"Attractive (unexpected value)"One-Dimensional (the more, the better)"Must-Be (need to have these)"Indifferent (no impact)"Reverse (negative impact) (Added: 8-Jan-2010 Hits: 494 )
Customer Service Consistency - Do You Have It? - by Manny Nowak
Consistency in customer service is way more important than given credit, because it affects the degree to which customers can trust and rely on a company. This article is a bit simple, but if it pushes consistency into the forefront of business minds, it's worth it. (Added: 24-Dec-2011 Hits: 153 )
Satisfied Customers : What Do Customers Want? - by na
BIGresearch asked tens of thousands of shoppers how they like to shop, what they look for in customer service and what it takes for them to buy. And according to T. Scott Gross, who turned the results into a new book called "When Customers Talk," some of the most deeply entrenched "wisdom" about what customers want may simply be wrong. (Added: 8-Jan-2010 Hits: 688 )
Innovation 101: What Do Customers Want? (Media Presentation) - by na
While most companies say innovation is the key to growth, they often don't know quite what their clients want. Consultant Ulwick of Strategyn has a Six Sigma-like process to figure that out and, in turn, set companies on a surer product-development course (Added: 8-Jan-2010 Hits: 586 )
What Service Customers Really Want - Harvard Business Review - by Dave Dougherty and Ajay Murthy
Our recent research demonstrates that when customers contact companies for service, they care most about two things: Is the frontline employee knowledgeable? And is the problem resolved on the first call? Yet those factors often aren't even on customer-service managers' dashboards. Most service centers continue to measure time on hold and minutes per call, as they have for decades. Such metrics encourage agents to hurry through calls--resulting in just the kind of experience customers dislike.""More than half of the customers we surveyed across industries say they've had a bad service experience, and nearly the same fraction think many of the companies they interact with don't understand or care about them. On average, 40% of customers who suffer through bad experiences stop doing business with the offending company. (Added: 6-Jan-2010 Hits: 756 )
Men are from Customerland, Women are from Vendorland - by Marco Saito
In a recent Harvard Business Review blog article, Matt Dixon and Lara Ponomareff argued that customers might not want a relationship with the companies selling products to them.""That seems to go against the current groupthink in the Social-anything circles: companies need to engage with their customers at a personal level and provide a delightful customers experience. (Added: 8-Sep-2010 Hits: 233 )
What Do Customers Want? (Restaurant Industry) - by na
Sigmund Freud is often quoted as saying, "What do women want?" He never figured it out, but you may do better in figuring out what customers want. (Added: 8-Jan-2010 Hits: 503 )
Satisfied Customers : What Do Customers Want? - by n/a
"With today's cutthroat competition from big business, trying to compete on price can be a quick road to ruin for a startup company. But here's a little secret you should know: contrary to common perception, customers will not go almost anywhere just to save a buck." Find out more when you read this article. (Added: 24-Feb-2010 Hits: 782 )
What Customers Want: B2B Marketing and Social Media Integration | - by Jeff Lowe
This article discusses the importance of communicating with your customers based on their needs and wants. Learn how customers value organizations that take the time to listen to and learn about their customer and are more likely to consult peers on advice than contacting the company directly. (Added: 24-Feb-2010 Hits: 405 )
Managing Customer Expectations - by Naomi Karten
An expert in customer services knows how dynamic a customer's expectation can be. This article discusses the expectation shifts and how to best change with those shifts. Also, included is an extensive list of the human elements that customers perceive as promoting good customer service. (Added: 24-Feb-2010 Hits: 688 )
Why Worrying About What Customers Want Doesn't Work - by Molly Gordon
I think clients want to decide for themselves what they want, without needing to cater to our fragile self-esteem. So long as we do our jobs, which includes making what we offer visible and accessible, we can trust clients to do theirs, which includes deciding what they want and what it is worth to them. "Any number of conversations may arise as our jobs intersect: For our part, we may ask: How can I help? What are you looking for? How much do you want to spend? Customers may ask: How can you help me? What will it cost? How do I know it works? (Added: 8-Jan-2010 Hits: 534 )
We have much more on this topic: Please Search!
|