629 Posts Found

These are one of the most used heuristics for User Interface Design. They were developed by Jakob Nielsen together with Rolf Molich in the early 90’s. The final set, which you see here, was released by Nielsen in 1994.

Content: Article | Author: Jakob Nielsen | Subject: Customer Related

The Job Map reveals a stable strategy to drive growth through innovation: get the entire job done on a single platform.

Content: Article | Author: Tony Ulwick | Subject: Customer Related

Companies need a plan for transforming their current operating model to a customer-centric one. Many moving parts make up customer centricity — from having a clear customer engagement strategy to talking with customers to creating a plan of action.

Developing this model comes down to four phases, which Gallup has categorized as discovery, diagnostic, analytic and sustainment. Within each of these phases, Gallup has also identified common tasks … [ Read more ]

Content: Article | Authors: Amy Adkins, Ed O’Boyle | Source: Gallup Management Journal | Subject: Customer Related

This briefing explores what convenience truly means to consumers and the implications for brands seeking to embrace convenience as core to their DNA.

Content: Article | Author: Katie Thomas | Source: Kearney | Subject: Customer Related

Companies need to ensure people know what to expect once they sign on and become customers. One way that companies can set meaningful expectations is to provide a comprehensive menu of services. Many companies provide a list of product features, but what I am suggesting goes further, to also include the terms of the services that will be provided. This provides transparency for customers, and … [ Read more ]

Content: Quotation | Author: Dutta Satadip | Source: strategy+business | Subject: Customer Related

When done the right way, customer engagement can turn into a lucrative opportunity.

Content: Article | Authors: Christoph Senn, Noel Capon | Source: INSEAD Knowledge | Subjects: Customer Related, Marketing / Sales

Email automation was sent from Marketing Heaven. Without it, drip campaigns and email sequencing would be nigh impossible, no matter what you are trying to achieve with it. Whether you’re a marketer, a lead-nurturer, or a sales pitcher, you know the value of email automation.

However, you can have too much of a good thing. In your quest for an easier working day, the steady drip-drip-drip … [ Read more ]

Content: Article | Author: George Rowlands | Source: MarketingProfs | Subjects: Customer Related, IT / Technology / E-Business, Marketing / Sales

Think holistically about how people are interacting with your brand — and invest accordingly.

Content: Article | Authors: Patricia O’Connell, Thomas A. Stewart | Source: strategy+business | Subject: Customer Related

By gauging consumer sentiment, you’re not guessing what consumers want and tweaking prototypes. Rather, you’re either validating or disproving your assumptions with data that’s already in the marketplace. Compared with surveys, focus groups, and other traditional methods of obtaining customer feedback, sentiment analysis generates better insights faster, allowing you to incorporate those insights into product design more quickly. By shortening the product development cycle, you … [ Read more ]

Content: Quotation | Authors: Bharat Kapoor, Scott Tsangeos | Source: Kearney | Subjects: Customer Related, Market Research

Here’s my simple definition of product/market fit: The value of each user is greater than the cost of bringing them into the product. It means there are enough customers out there and you can efficiently bring them in. […] There are a lot of product/market fit definitions out there that focus on how many users love you. But that misses a key ingredient: the profitability … [ Read more ]

Content: Quotation | Author: Nikhyl Singhal | Source: First Round Review | Subjects: Customer Related, Marketing / Sales, Project Management

Optimizing service after the sale in the world of physical goods can have a significant impact on reducing field service costs.

Content: Article | Authors: Ben Henkes, Colin Glasgow, Jim Pearce, Sumeet Ladsaongikar | Source: Kearney | Subjects: Customer Related, Operations

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Your alpha group is the one that already loves you, that would even love your MVP. It’s your mom who will love anything you make. On the other end of the spectrum, your GA is far more skeptical. Your GA is much harder to please. Their trust is hard to earn and even harder to regain once lost. Your beta is your sweet spot for … [ Read more ]

Content: Quotation | Source: First Round Review | Subjects: Customer Related, Market Research, Project Management

Say you’re trying to test whether people like pizza. If you serve them burnt pizza, you’re not getting feedback on whether they like pizza. You only know that they don’t like burnt pizza. Similarly, when you’re only relying on the MVP [minimum viable product], the fastest and cheapest functional prototype, you risk not actually testing your product, but rather a poor or flawed version of … [ Read more ]

Content: Quotation | Source: First Round Review | Subjects: Customer Related, Market Research

Any business can — and should — classify their customers’ value chain into value-creating, value-charging (monetizing) and value-eroding activities.

Content: Quotation | Authors: Renato Mendes, Thales S. Teixeira | Source: Harvard Business Review | Subjects: Customer Related, Finance, Management, Marketing / Sales

One of the dangers leaders can fall into when they’re growing a vibrant community is listening to that loud 1%. It’s the tail wagging the dog. You have to learn to take in all the feedback that you get, but parse it carefully when it comes to the product decisions that you make that affect a larger audience. Communities are great for supercharging and scaling … [ Read more ]

Content: Quotation | Author: Bailey Richardson | Source: First Round Review | Subject: Customer Related

The missing ingredient in many would-be communities is dedication. We put on one-off events or annual fundraisers, but we don’t give potential community members the chance to keep showing up or to raise their hands to take on responsibilities.

Content: Quotation | Author: Bailey Richardson | Source: First Round Review | Subject: Customer Related

Communities are sacred. They imply a level of connection, advocacy and energy on the part of the people who are showing up. You’re incredibly lucky if you have a passionate group of people with a sense of ownership. It’s not a word to bandy about lightly. There’s a difference between opting into true engagement and passive, utilitarian use or inclusion. Aspiring community builders in the … [ Read more ]

Content: Quotation | Author: Bailey Richardson | Source: First Round Review | Subject: Customer Related

Most leaders say they’re customer-centric, but if everything they measure is company-centric, how could that be true? Revenue, growth, and similar Key Performance Indicators (KPIs) measure how customers are performing for the company. But organizations that wish to be customer-centric (and maximize growth) must also measure how the company is performing for its customers.

Content: Article | Author: Gene Cornfield | Source: Harvard Business Review | Subject: Customer Related

Since its introduction in Harvard Business Review, 16 years ago, the Net Promoter Score, or NPS, has become a foundational business metric. Based on a single question—On a scale of 0 to 10, how likely are you to recommend our company?—it’s a simple way to get a quick read on consumer sentiment, and it’s been widely embraced in the marketplace. Many leading companies have embedded … [ Read more ]

Content: Article | Author: Christina Stahlkopf | Source: Harvard Business Review | Subject: Customer Related