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Discover What Customers Value Welcome to the 4th in my series on How To Build A More Customer-Centric Business. #4: Discover What Customers Value — Customer Interviews What if the real reasons customers buy aren't the ones your betting on? Customers don’t always share what really drives their decisions. In casual conversations, frustrations and pressures stay hidden — especially when the wrong person asks or asks the wrong way. Customers don’t reveal the uncomfortable truths

Sharpen Your Edge With Competitive Assessment Welcome to the 3rd in my series on How To Build A More Customer-Centric Business. #3: Sharpen Your Edge with Competitive Assessment Many companies operate with only a general sense of what their competitors are doing. They think they know — but without a structured, outside-in look, it’s easy to miss important shifts in positioning or areas where differentiation has faded. A Competitive Assessment gives leaders a clear, fact-based

Team Interviews for Early Employee Engagement Welcome to the 2nd in my series on How To Build A More Customer-Centric Business. #2: Early Employee Engagement – Team interviews “The likelihood of success increases by 30% when employees are genuinely invested in change.” McKinsey Frontline employees are closest to your customers. They see what’s working — and where the experience breaks down — long before it shows up in your metrics.  But too often, those insights never make it

Stakeholder Interviews - A Pathway to Alignment Welcome to the 1st in my series on How To Build A More Customer-Centric Business. #1: Setting Your Project Up For Success – Stakeholder interviews "88% of business transformations fail to achieve their original ambitions."(Bain & Co).  We've observed that big initiatives stall when leaders aren’t aligned.  Each person brings their own valuable set of experiences to the table. It's important to surface what matters most to each l