Research - The Day After

Galland.be consultants in strategic marketing “The day after” Research put into action June 2011 Galland.be

“Judge a man by his questions rather than by his answers” Voltaire2 Galland.be Galland.be

©jinx (flickr)You just finisheda research project3 Galland.be

4 Galland.be ©walknboston (flickr)

©nojhan (flickr)How will this improvecustomer experience?5 Galland.be

©Matt From London (flickr) Only 10 % of the companies actually “implement change” as inspired by customers 6 Galland.be

Taking research further100% 90%  95% of companies listen to customers  50% communicate findings to employees 80%  30% act upon findings 70%  10% implement change  5% feedback to customers 60% 50% 40% 30% 20% 10% 0% Collect Alert staff Use insights Deploy & Tell customers feedback improve Source: Customerchampions.co.uk (European companies) Galland.be

©dlhdmb13 (flickr)8 Galland.be

Closing the knowing-doing gap Research LearningsTurn Learnings into Business decisionsDefine a clear strategy in terms of what the Business decisionscompany should do and what the company shouldnot doTurn Business decisions into ActionsThe company strategy needs to be reflected in all Actionsactions taken by your organisationTurn Actions into Value creationAll actions should contribute into a better customerexperience, bringing value to the customer and the Value creationcompany 9 Galland.be

You happily pay theprice of your research,because you know it isvaluable. You are right.Are you aware of thecost of ignoring yourcustomers, if you don’tput research resultsinto action?11 Galland.be

“A brand is more than a promise, It’s a commitment to create a unique experience for your customers” Ann Galland12 Galland.be Galland.be

Find out more?Contact us at www.galland.beCall us, mail, or let’s meetAnn GallandManaging Directorann@galland.be+32 477 225 415Geert Van CoutereneMarketing consultantgeert@galland.be+32 477 920 470 Galland.be

Galland.be consultants in strategic marketing Galland.be

Research - The Day After

by Galland.be bvba on Jun 05, 2011

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