Author: m.lebedowicz


Quality role in a digitized world

Quality role in a digitized world

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...
Listen to the signals!

Listen to the signals!

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...
Integrating all data sources on a higher level

Integrating all data sources on a higher level

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...
Achieving customer centricity

Achieving customer centricity

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...