Whenever we launch a new customer insights project, we ask our clients to share what they’re hoping to accomplish. The initial discussion is centered on business goals and objectives, which is obviously important. But after covering those details, we lean into their big-picture motivations and action drivers. There are significant time and resources being invested,
One of my favorite aspects of being a second-generation family business owner is the close and meaningful relationships we’ve built over the years. In addition to our team, colleagues, and community, we are grateful for the opportunity to connect with our clients on a deeper level. We genuinely care about the individuals we work with,
From sales figures to customer satisfaction scores, there are plenty of performance metrics vying for our attention. Ultimately, the point of these numbers is to quantify performance and support decision making. So, which are most important? How do we prioritize the gathering and assessing of the many metrics available to us as business leaders? I
Over the years, we’ve partnered with brands of all shapes and sizes in leveraging customer insights to support their growth and development. While the projects vary based on each client’s specific goals, one area that holds the same weight regardless of any other details is the insights application phase. For the true power of customer
As a customer insights enthusiast, I’m always on the lookout for emerging trends, market shifts, and new ways of thinking about the future. Through all the content I’ve read, watched, and listened to over the past few years, one key takeaway is that the rate of change is picking up speed. While change has always
In my previous article, I shared key points and recommendations for developing a holistic Customer Insights Strategy. From defining your purpose and building out your research plan to interdepartmental collaboration and post-project follow up, it is important to get all your ducks in a row before launching a market research or voice of customer project.
As I discussed in Part 1 of this article series, thriving as a small business depends on maximizing resources, closely monitoring the impact of our efforts, and making strategic adjustments along the way. Leveraging the power of Customer Insights to support each of those objectives will ensure decision-making is based on fact and quantifiable truths
From wrapping up Q4 projects and futures planning to holiday shopping and attending events, the end of the year is always busy – and hectic at times. There’s a lot of joy and happiness, but there’s also stress and pressure. Over the years, I’ve found a great way to stay grounded and focused is to
One of my favorite aspects of operating a small business is our ability to make agile decisions. Where larger companies often have extended approval processes and varied hoops to jump through, we have a lean and compact structure which enables us to streamline information sharing and expedite the launch of new initiatives. That said, agile
As a second-generation small family business, whenever we meet someone new and share this information, we can see their minds piecing together an image of what it looks like. Unless they are involved with a family or small business themselves, what they envision is usually inaccurate. This is neither a bad thing nor a fault,
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