Design Thinking and Small Business Insurance (SMB)Josh Levine
Presented Sept 2018, Palo Alto, CA — Silicon Valley Insurance Accelerator SMB Insurance Conference
...
Overview of Design Thinking and how it can be applied to digital generation SMB insurance to create new products, business models and growth.
"Smart Marketing. Customer Experience Insights are Golden".Chris Olson
"Smart Marketing. Customer Experience Insights are Golden". Keynote presentation by Chris Olson at the inaugural conference of Association of Library Communications & Outreach Professionals, October 9-10, 2011. Held in Glenside, PA.
VicHealth Physical Activity Innovation Challenge Concept Development Workshop...Doing Something Good
Our slides from the Concept Development Workshop with VicHealth Wed 10 September 2014. Participants, 12 teams, were finalists in the Physical Activity Innovation Challenge. They included representatives from sporting clubs and associations, health and fitness professionals, policy makers, entrepreneurs and change makers. The Concept Development Workshop was the third of a three-part workshop series to build capability in the sector to generate and implement innovative ideas to get Victorians active, and to help applicants for the VicHealth Innovation Challenge to develop their ideas to get the inactive active and reach the hard to reach. Participants were led through the development of a Business Model Canvas for their concept. Learn more about the VicHealth Innovation Challenge here: http://challenge.vichealth.vic.gov.au/
Design Thinking and Small Business Insurance (SMB)Josh Levine
Presented Sept 2018, Palo Alto, CA — Silicon Valley Insurance Accelerator SMB Insurance Conference
...
Overview of Design Thinking and how it can be applied to digital generation SMB insurance to create new products, business models and growth.
"Smart Marketing. Customer Experience Insights are Golden".Chris Olson
"Smart Marketing. Customer Experience Insights are Golden". Keynote presentation by Chris Olson at the inaugural conference of Association of Library Communications & Outreach Professionals, October 9-10, 2011. Held in Glenside, PA.
VicHealth Physical Activity Innovation Challenge Concept Development Workshop...Doing Something Good
Our slides from the Concept Development Workshop with VicHealth Wed 10 September 2014. Participants, 12 teams, were finalists in the Physical Activity Innovation Challenge. They included representatives from sporting clubs and associations, health and fitness professionals, policy makers, entrepreneurs and change makers. The Concept Development Workshop was the third of a three-part workshop series to build capability in the sector to generate and implement innovative ideas to get Victorians active, and to help applicants for the VicHealth Innovation Challenge to develop their ideas to get the inactive active and reach the hard to reach. Participants were led through the development of a Business Model Canvas for their concept. Learn more about the VicHealth Innovation Challenge here: http://challenge.vichealth.vic.gov.au/
Selling your code in the DotNetNuke storebrchapman
Slides from DotNetNuke World 2011 presentation, on becoming a seller in the DotNetNuke store. This presentation takes you from having an idea to making money from your software sales.
This is a presentation from 2011 I bumped into on customer-centric innovation. While my thinking has somewhat evolved, it's actually still quite relevant :-)
Out-Think | Marketing Start-ups, From The Ground UpBen Grossman
For most start-ups, budgets are slim and smarts are plentiful. This presentation covers how to approach marketing start-ups by using smart and sound strategy to OUT-THINK (rather than out-spend) competitors. This presentation was originally developed and delivered by Ben Grossman for the Microsoft BizSpark Incubation Week for Windows 7 at the Microsoft Technology Center in Boston, MA.
Introduction to Lean Startup tools - Bank of IrelandRaomal Perera
This is an introductory talk on the value of some of the tools we use in Lean Startup such as Business Model Canvas, Value Proposition Design & Mapping the Environment.
Presented May 2019 at the SVIA Insurtech Consortium in Mountain View CA
- SVIA Silicon Valley Insurance Accelerator
- Josh Levine (CEO, Founder) and Lisa McGee (Senior Experience Designer)
Designing with Purpose—Differentiating Through Authenticity and TrustCake and Arrow
Gaining consumer trust is integral to creating a compelling experience, especially with the evolving needs and expectations of today’s shopper. This presentation provides and overview of tactics and strategies for how to create authentic connections with shoppers and develop trust in a market where loyalty is hard to come by.
How To Sell To Businesses - Sales Advice for StartupsNicolas Deville
How To Sell To Businesses: actionable insights from years in the trenches.
Sales Advice for Startups.
B2C vs. B2B
SME vs. Enterprise
How to differentiate yourself
How to get the first 10 clients
Presentation on 30th July 2015 in London to early stage startups, part of @WayraUK, Telefonica's startup accelerator.
Selling your code in the DotNetNuke storebrchapman
Slides from DotNetNuke World 2011 presentation, on becoming a seller in the DotNetNuke store. This presentation takes you from having an idea to making money from your software sales.
This is a presentation from 2011 I bumped into on customer-centric innovation. While my thinking has somewhat evolved, it's actually still quite relevant :-)
Out-Think | Marketing Start-ups, From The Ground UpBen Grossman
For most start-ups, budgets are slim and smarts are plentiful. This presentation covers how to approach marketing start-ups by using smart and sound strategy to OUT-THINK (rather than out-spend) competitors. This presentation was originally developed and delivered by Ben Grossman for the Microsoft BizSpark Incubation Week for Windows 7 at the Microsoft Technology Center in Boston, MA.
Introduction to Lean Startup tools - Bank of IrelandRaomal Perera
This is an introductory talk on the value of some of the tools we use in Lean Startup such as Business Model Canvas, Value Proposition Design & Mapping the Environment.
Presented May 2019 at the SVIA Insurtech Consortium in Mountain View CA
- SVIA Silicon Valley Insurance Accelerator
- Josh Levine (CEO, Founder) and Lisa McGee (Senior Experience Designer)
Designing with Purpose—Differentiating Through Authenticity and TrustCake and Arrow
Gaining consumer trust is integral to creating a compelling experience, especially with the evolving needs and expectations of today’s shopper. This presentation provides and overview of tactics and strategies for how to create authentic connections with shoppers and develop trust in a market where loyalty is hard to come by.
How To Sell To Businesses - Sales Advice for StartupsNicolas Deville
How To Sell To Businesses: actionable insights from years in the trenches.
Sales Advice for Startups.
B2C vs. B2B
SME vs. Enterprise
How to differentiate yourself
How to get the first 10 clients
Presentation on 30th July 2015 in London to early stage startups, part of @WayraUK, Telefonica's startup accelerator.
I gave a talk on the role of Design Thinking to leaders in the financial industry. The focus was on user centric thinking to innovate financial products and digital services. (all case material is removed)
When you need to compete on innovation rather than efficiency.
SUMMARY:
The confluence of two fundamental conditions is required to meaningfully spark the types of insights that drive your strategy and create viable products:
* Knowledge
* Imagination
This is being “innovation ready” and is essential to develop smart, thoughtful products that users want and customers will buy.
There are multiple frameworks and theories on product development. Some of the most astute and popular that have shaped our way of thinking and better enabled the start-up and large enterprise alike are:
* Lean Start-up
* Design Thinking
* Jobs-to-be-Done (JTBD)
* Agile
Extending on the collective wisdom of these frameworks, Innovation Ready focuses on the specific conditions necessary to develop the informed insights that drive meaningful product strategy. It's these moments of inspiration that ultimately shape and form our work and, at a minimum, de-risk our product development activities, but more boldly, enable us to deliver the next breakthrough product.
Table of Contents:
Foundation: Problem | Solution | Product
User Problem
Innovation Ready
Building Your Knowledge
User & Customer Needs
Market Dynamics
* Existing Solutions
* Behavior Analytics
* External Constraints
* Secondary Research/ Market Trends
Imagination
Business Model
* Lean Canvas
* Market Size
Iterating & Ideating Your Product
* Plan & Test
* Collect & Learn
* Ideate & Evolve
Minimum Viable / Lovable Product
Evaluation Checkpoints
Product-Market Fit
Foredragsholder er Bo Sannung, Head of Center of Excellence, Customer Intellegence i SAS Institute: Marketing Treatment Strategy handler om hvordan man gir hver enkelt kundesegment spesifikke tilbud for å optimalisere kundeverdien.
Hvordan individualisere håndteringen av kunder og samtidig optimalisere kundeverdien? Gjennom eksempler vil du få innsikt i Marketing Treatment Strategies - både den analytiske delen med kundeinnsikt, segmentering og prediksjon, men også hvordan omsette innsikten i praksis. Under innlegget vil du få praktiske råd og verktøy. I tillegg vil Sannung også dele trender og tendenser fra DMA 2012 konferansen.
http://www.dma12.org
Bo Sannung er Nordisk direktør for Customer Intelligence i SAS Institute. Bo Sannung har bakgrunn fra byråbransjen og store nordiske selskaper innenfor salg, marked, CRM og analyse. Sannung underviser også på Copenhagen Business School og CRM Akademiet.
This is a Futurelab Action Guide I wrote up on the topic of customer centricity.
Before you criticise the small fonts: it's designed for use on a small/computer screen only :-)
Topic: Embedding Client insight to drive transformation in your firm
- How to get the most from your client voice programme: the passport to empower marketing
- Turning client insight into actionable plans, that stick – and drive consistency in service across international markets
- Engaging leaders, teams and the wider business: how do you get the C-suite to listen?
- Pitfalls, mistakes and learning: 5 lessons from inside leading financial services business
The Minimum Loveable Product: Go Beyond the Minimum Viable ProductDialexa
Minimum Viable Products (MVP) rarely make "good" products. We discuss an alternative: the Minimum Loveable Product. In the world of platform engineering, coordinating your software (and perhaps hardware teams) to deliver a valuable product that your target audience will use is critical to success.
http://by.dialexa.com/beyond-the-minimum-viable-product-why-you-should-build-a-minimum-loveable-product
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Accpac to QuickBooks Conversion Navigating the Transition with Online Account...PaulBryant58
This article provides a comprehensive guide on how to
effectively manage the convert Accpac to QuickBooks , with a particular focus on utilizing online accounting services to streamline the process.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Remote sensing and monitoring are changing the mining industry for the better. These are providing innovative solutions to long-standing challenges. Those related to exploration, extraction, and overall environmental management by mining technology companies Odisha. These technologies make use of satellite imaging, aerial photography and sensors to collect data that might be inaccessible or from hazardous locations. With the use of this technology, mining operations are becoming increasingly efficient. Let us gain more insight into the key aspects associated with remote sensing and monitoring when it comes to mining.
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...Kumar Satyam
According to TechSci Research report, “India Orthopedic Devices Market -Industry Size, Share, Trends, Competition Forecast & Opportunities, 2030”, the India Orthopedic Devices Market stood at USD 1,280.54 Million in 2024 and is anticipated to grow with a CAGR of 7.84% in the forecast period, 2026-2030F. The India Orthopedic Devices Market is being driven by several factors. The most prominent ones include an increase in the elderly population, who are more prone to orthopedic conditions such as osteoporosis and arthritis. Moreover, the rise in sports injuries and road accidents are also contributing to the demand for orthopedic devices. Advances in technology and the introduction of innovative implants and prosthetics have further propelled the market growth. Additionally, government initiatives aimed at improving healthcare infrastructure and the increasing prevalence of lifestyle diseases have led to an upward trend in orthopedic surgeries, thereby fueling the market demand for these devices.
As a business owner in Delaware, staying on top of your tax obligations is paramount, especially with the annual deadline for Delaware Franchise Tax looming on March 1. One such obligation is the annual Delaware Franchise Tax, which serves as a crucial requirement for maintaining your company’s legal standing within the state. While the prospect of handling tax matters may seem daunting, rest assured that the process can be straightforward with the right guidance. In this comprehensive guide, we’ll walk you through the steps of filing your Delaware Franchise Tax and provide insights to help you navigate the process effectively.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
2. What’s the most valuable asset in your company?
Employees Distributors
Capital
Investors
Real Estate Advisors
Intellectual Property
Production Capacity
Know-how
Industry Intelligence
2
3. It’s none of those! Your most valuable asset is …
YOUR CUSTOMERS
You owe all your business success, and your very livelihood,
to your customers
Without them you cannot survive for long
3
4. So maybe – just maybe – it’s a good idea to hear
their views (their “voices”) from time to time
A voice-of-the-customer (VOC) program is a channel
for acquiring business insight about customers and
what is important to them; simple as that
4
5. The Folding Chair
Don Peppers, founding partner of Peppers & Rogers Group,
related this story in 2008:
A sales manager at Siemens AG often carried a folding chair into internal
meetings. At first, the other sales representatives in the meeting were
puzzled. “Who are you expecting to join us?” some asked. “Shouldn’t we
just get some more chairs brought in here?” others suggested.
“No”, the manager replied, “this is my customer’s chair. I brought it into
the meeting so my customer can sit right here and listen to our
discussion.”
The simple presence of the folding chair always changed the character of
the conversation. It reminded everyone of the importance of customers
and caused all to ask, “What would our customer say?” and “How would
our customer react?”
5
6. I’m going to assume that you agree that the needs of
your customers and their perceptions of your products,
your services and your company are extremely
important to you …
… if not, you can stop reading right now
6
7. Trilogy VOC programs
Our management consulting practice is focused primarily on
innovation and new-product commercialization for business
customers
Therefore, our VOC programs primarily serve the
following constituencies:
C-Suite
Marketing
Product Development
Research / Technology Development
And our messages are most apt for these audiences
7
8. No customers yet?
What if you’re an early-stage, pre-sales enterprise? You have
no customers.
It doesn’t matter. Your prospective, future customers are your
most important asset. If they don’t exist, or if you cannot
convert them, then you won’t exist for long.
You must establish a dialog of some kind with prospective
customers. This is among the most important things you
must do to survive.
8
9. The VOC goal
The most successful VOC programs achieve …
positive …
proactive …
engagement …
Between the company and its customers
All three ingredients are key to success
9
10. The methods
VOC methods are numerous and well-known …
In-depth phone interviews Online surveys
Online panels In-person interviews
Focus groups Trade show research
Conference buttonholing Mail surveys
Social media Web intercepts
The method must be fit for the purpose
10
11. From here on I’d like to share 10 hints
that will help make your VOC program
a smashing success!
11
12. 1. Know your customers
Don’t think of your customers as “accounts”; think of them
as individuals within organizational departments …
… and treat them as such
Who are they?
Where are they?
What roles do they serve?
Do they have purchase influence?
Which of your products and services do they buy?
Why do they buy, and why don’t they buy?
In what other meaningful ways can they be segmented?
12
13. 2. Users versus buyers
This is often an important distinction; both must be heard
from and ultimately satisfied
Do you really know who the buyers are? If not, find out
You must collect different information from each
13
14. 3. Finding sources
Your own customer lists are the best starting point
Targeted “opt in” panels and lists are next best
Secondary research can identify valued thought leaders
Social media and targeted blogs can work for consumers, not
so much for clinicians and industry types
Purchased lists are a last resort
14
15. 4. Know your subject matter
Don’t play dumb; you must understand the issues and your
customer’s lingo and frame of reference before engagement
• Especially important for prospective customers in unfamiliar markets
This helps to know what questions to ask, how to ask them,
and how to interpret the answers
15
16. 5. Hone your objective
Have a clear, meaningful objective for each encounter
• Focus, focus, focus
Do not overreach by covering too many topics lest your
customer become impatient, feel exploited, and bail out
Know, in advance, how you will act on the information
received
16
17. 6. Once is not enough
A single customer encounter is rarely sufficient; clarifications,
extensions and further detail are nearly always required
Repeated inquiries to “premier responders” pay real dividends
• But don’t overstay your welcome
• And beware undue influence by a few respondents
Mixed methods can offer variety and maintain interest
17
18. 7. When anonymity matters
Sometimes you don’t want your customer to know who you
are, e.g.
• You seek the impolite, unvarnished truth
• You’re testing a new-product concept
• You’re seeking impressions of a competitor
Engage a third party to conduct a VOC program, or a single
encounter, on your behalf
Beware: anonymous encounters are sometimes not really
anonymous; customers can make educated guesses
Anonymous encounters do not contribute to relationship-
building
18
19. 8. For value received
Always fairly compensate your respondents for sharing their
time, opinions and expertise
• How do you feel when a survey-taker says “Your opinions are extremely
valuable to us” but s/he is not willing to share any of that great value with
you?
Subject-matter interest can go a long way, but cash is king
• Certain professionals (thought leaders, physicians, attorneys, etc.)
demand much greater incentives than consumers
Respond promptly with the promised incentive
19
20. 9. Dealing with bad news
There’s no such thing as “bad news” in a VOC encounter; all
customer-derived information is good
If you’re not prepared to be disappointed, don’t ask
Deal effectively with the reality
• Lemons lemonade
20
21. 10. Convert findings to action
VOC findings that do not result in some action are without
value
Establish an internal vehicle for compiling and interpreting
VOC findings and recommending change that should result
• Follow up, follow up, follow up
Significant findings deserve C-suite attention
Check back with customers to assess the effects of change
21
22. Your VOC partner
Contact me for additional advice or
assistance with your VOC program:
Joe Kalinowski
Principal
Trilogy Associates
http://trilogyassociates.com
jk@trilogyassociates.com
919.533.6285
22