Customer Focus Archives - Price Associates

3 Ways to Use Data to Improve the Customer Experience

Given the complexity and uncertainty in today’s business world, organizations have been forced to consider and deliver continuous improvements.

The customer experience is often a focal point of these improvements, with businesses looking for ways to implement continuous innovation and enhancement—especially if you are in the industry of selling the customer experience. But no matter the industry, it’s important for you to consider your customers’ experience before, during, and after purchase.

7 Questions to Help Employees Connect with “The Why”

Sharing the why, the value proposition, for what you are asking others to do can be an effective lever for setting up accountability. Value propositions seek to solve a problem and satisfy a need for a customer. When people know how their part of the job contributes to the value offered to the customer, and how their work directly impacts the customer’s perceptions, expectations and outcomes, they are much more likely to deliver their part of the work on time at the required specification and participate actively in improving results.

How to Teach Your Organization to Respond Quickly to Opportunity

Your teams are always coming across opportunities, whether they realize it or not. The problem is that many organizations rob themselves of valuable opportunities because they often cannot recognize these chances, don’t have the capacity or capability to take advantage of them, or simply ignore them and let them pass by—wasted possibilities.

12 Enemies of Successful Innovation

By Dr. Evans Baiya

In helping businesses and leaders build their innovation abilities, I see certain traits that stifle innovation again and again. Whether they surface in an individual leader or employee, or afflict the organization as a whole, these repeating issues become a hindrance to future success. Here are 12 enemies of successful innovation to avoid on your innovation journey.

Lack of Clarity

It’s not easy to follow someone who does not know what problems they are solving and why. As a leader—especially if you are attempting change—you need a clear vision of the what, the when, the why, the who, and the how to create momentum for those who follow you.

All of this can be clarified in your strategy to reduce noise and inaction. Without clarity, the noise will overwhelm both internal and external stakeholders. They won’t know what to pay attention to, believe, or act upon. Practice clarifying your strategy.

Is the Client Really Always Right?

By Dr. Lisa Aldisert

The adage “the client is always right” does not carry the heft that it used to…but it still bears the same kind of angst when deciding how to handle delicate or difficult situations involving our employees.

I’ve had clients who are militantly defensive of their clients, even if it’s to the detriment of a solid performing employee. And there are others who passionately support their people to the irritation of a disgruntled client.

There is no “rule” on how to handle this. And because one size doesn’t fit all, it means that you need to consider the circumstances in each situation before taking action.

6 Ways to Innovate Your Business Model

Dr. Evans Baiya, InnovationManagement.com, March 2021

The pandemic has given us all an opportunity to build a new business future. Market disruption equals opportunity for those willing to look and work for it. This is the time to adjust and innovate your business model to market conditions.

During COVID and the VUCA season it has created, we have seen ample reason for companies to adjust their business models. There are three main catalysts for business model innovation: market contraction or expansion, introducing a new product or service, and/or trying to attract new customers. These three factors have been increasingly present over the past year.Read More

ZOOMED! How to Make Your Next Call Memorable

What are you looking at during your Zoom calls?

How do I look….is my hair working today…what are others wearing…what books are on their bookshelf….why are they not showing their face…..I love their artwork….who keeps walking by in the background….I hear people speaking…turn on your mute.

Albert Mehrabian developed a communication model, which demonstrated that only 7% of what we communicate consists of the literal content of the message. The use of one’s voice, such as tone, intonation and volume, make up 38%, and as much as 55% of communication consists of body language.

How to Make Your Customer Interactions More Effective

The 4 Levels of Listening

By Dr. Evans Baiya

So much has changed because of COVID-19, including the needs of your current and potential customers. Now more than ever, companies should be listening to their customers. One of the keys to recovery is truly understanding what your customers need and adapting your offering(s) to their requirements. Your ability to listen will become key to your survival as you innovate through the pandemic economy.

Let Customers Help You Innovate During COVID

Dr. Evans Baiya, Innovation Management, August 2020

In this article, we’ll look at three ways to engage customers and create products they want to buy right now.

If you have an idea for a product or service but are uncertain about launching something new during the pandemic, rest assured that people are still buying. They are looking for solutions to the unique problems they are experiencing today, and if you have the solution they need, they will buy it. The biggest challenge for business owners right now is breaking through the noise.Read More

Validate Your Pivot with Innovation

By Dr. Evans Baiya

When planning or navigating a pivot, how do you know if you are pivoting in the right direction? Answer simple questions to validate your pivot and execute on four actions to help create speed-to-market.

We are hearing the word “pivot” a lot these days. The idea is that business conditions have changed dramatically and, therefore, we need to change course. Companies are finding that they must shift business and adjust the game plan in order to survive or thrive. What we often fail to do is ask ourselves what we are changing the plan to. What, how, who and where are vital questions that need to be answered for a successful pivot. Simply assuming you will find your answers along the way creates complexity and can lead an organization to adopt what is easy, not what is strategic and value-creating.

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