The downsides of customer satisfaction surveys

Customer satisfaction is the holy grail every company is looking for. In the desperate search to please their customers they multiply polls and inquiries in order to get the important insights first hand. Doing so, they overlook a possible serious “negative branch” * bothering the customers they so desperately want to please. *a negative branch … Continue reading The downsides of customer satisfaction surveys

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30 elements of value, entrepreneur’s food for thoughts

What is value? What is a customer willing to pay? Since Lean Thinking and Lean principles are around, many organizations strive to bring more value to the customer. But apart from reducing costs what levers do they have to bring more value to theirs customers? The article titled “The Elements of Value” published in the … Continue reading 30 elements of value, entrepreneur’s food for thoughts