Too often, companies only gather customer insights for a specific purpose or a specific department and stop there. With the right approach senior executives can lead the way by leveraging customer insights more broadly for better business performance.
Last week I wrote about how much I was looking forward to our annual User Forum. My enthusiastic anticipation was not in vain. We had a great meeting and continued our tradition of advancing the thinking and practice of how to make companies more customer-focused.
Those of you out there who know me will recognize my borderline obsession with team sports, and in particular, American football. While I’m always intrigued by the action on the field, I really have to admire the work that it takes for those engaged in team sports to excel.
Sometimes it helps to have a framework.
Frameworks are useful when you are trying to sort out a problem or figure out an issue. Say you’re trying to develop a business strategy. A common place to start is to do a SWOT analysis to assess your Strengths, Weaknesses, Opportunities, and Threats.
