by m.lebedowicz
Customers in a digitized world will not be different kinds of people. Similar things will cause them to be delighted or frustrated, as is the case today. However, they will have a new role, and will become active partners in their interaction with suppliers. They will...
by m.lebedowicz
However, what if you are listening, but don’t understand what they mean? Customer Gardening is about communication. Hundreds, thousands of customer sensors out there, on different platforms, sending out signals under different conditions, and they all speak their own...
by m.lebedowicz
With one department taking the lead and creating a reference for other departments, we introduce a new kind of problem: The customer journey travels across all the different, “siloed”, vertical departments in the company. Any kind of customer experience activity in...
by m.lebedowicz
It is important to keep in mind that any product unfolds its value in usage. To track quality in usage is the most difficult task. Close to the purchasing process, supplier and customer have intense contact, later, in times of usage, it runs thin. There are still...
by m.lebedowicz
In a customer-centric company, ‘perceived quality’ becomes the reference for all ‚technical quality‘. Only perceived quality is driving final decisions. Should technical quality be substituted by perceived quality? Certainly not, but it manes differentiation of...
