Part 3 in a series on the Voice of the Customer process, deconstructed.  I’m starting at the end of the VOC Process, Communication.   We’ll look at a few aspects of VOC Communication over the next few posts: Why Communicate customer information? Who are the audiences? What is the content? Part 1 of this series explored […]

I’m starting at the end of the VOC Process, Communication.   We’ll look at a few aspects of VOC Communication over the next few posts: Why Communicate customer information? Who are the audiences? What is the content? Part 1 of this series explored the importance of communicating customer information in the first place.  Part 2 will […]

I’m starting at the end of the VOC Process, Communication.   We’ll look at a few aspects of VOC Communication over the next few posts: Why Communicate customer information? Who are the audiences? What is the content? When you think about customer satisfaction research or Voice of the Customer processes, most of us think of ratings, […]

I’m not a foodie.  I don’t really like most vegetables and am particular about most other things I eat.  I’m not one to explore menus.  I’m not sure what the restaurant lingo for a customer like me is; I love to order the same thing again and again at different restaurant.  When I was swinging […]

I’ve finished reading “Rebel Yell: The Violence, Passion, and Redemption of Stonewall Jackson” by S.C. Gwynne. There are some terrific applications of Jackson’s military and management practices for today’s executives. First I explored how Jackson continually reached out for superior intelligence of his enemy as well as the territory presented him.  Next, let’s look at […]

Girl Power!  If you remember this quintet, then you remember the sugar-pop anthems they brought to us at the turn of the century.  “Buffy the Vampire Slayer” was capturing a cult following at the same time, a slightly-built teen tracking down and eliminating vampires in Sunnydale, California. The term used to summarize this movement was […]

Going to market through distribution can be a channel to growth.  Most manufacturers fail miserably when it comes to assisting their distributors in the process.  When you think of a typical distributor, what strengths come to mind?  Most distributors are good at managing inventory, spreading their cash and accounts payable in a micro-managed way to […]

I’m currently reading “Rebel Yell:  The Violence, Passion, and Redemption of Stonewall Jackson” by S.C. Gwynne.  It is the story of one of the great Confederate generals of the Civil War, Thomas “Stonewall” Jackson.  His is a mythic story of heroism and fearlessness, known throughout the South for his great conquests and his death by […]