In order to be ‘in tune’ with the needs of customers, a company must ensure that the voice of the customer is integral to the company strategy, and that the customer is considered and discussed at boardroom level and also by customer-facing staff ...
Everybody is talking about loyalty nowadays. It is not that customer satisfaction has fallen by the wayside; rather it is that businesses recognise that a satisfied customer isn't necessarily a loyal one. ...
Good implementation of service excellence can create stronger customer loyalty, worthwhile differentiation and sustainable competitive advantage. It’s therefore critical to implement well and the following should help those looking for ways to do t ...
Many companies find it hard to identify what makes them special to their customers and potential customers. Equally, many struggle to describe their unique selling points and their core competences - the central, driving forces of their business. So, ...
Is outsourcing from China becoming a necessity for your company in order to survive, let alone develop? What are the opportunities and pitfalls? What are the risks in entrusting a part of your product range - either a critical component or a wholly ...
China is now often seen as the most lucrative opportunity in the developing world. The country is no longer just viewed as a low-cost manufacturing base, but also increasingly as a lucrative market with a receptive audience of customers. ...
In a world where brands interact with consumers across a huge number of touchpoints (web, mobile as well as traditional), there is no longer any space for brands that follow. Here we have identified six guiding principles to help create a desirable b ...
High growth depends on how you set yourself up to deliver value into the market. Colin Mason at the Hunter Centre for Entrepreneurship, University of Strathclyde and Ross Brown at Scottish Enterprise report on how fast-growth enterprises design their ...
This paper examines the development of the market research industry (in particular the b2b market research industry) in Russia and the unique characteristics that set Russia apart from other research markets. ...
Satisfying customers is a means to an end. Going beyond customer satisfaction and aiming for customer retention is the most important issue to focus on. ...