"Listening Labs" – Unpacking Core Drivers and Barriers
I’m a terrific fan of Fred Reicheld’s book, The Ultimate Question, and the Net Promoter approach. Paul Marsden of Satmetrix just put a terrific post in his blog on these topics on using Listening Labs to understand the customer experience and understand core drivers underlying why customers buy (or don’t buy). It’s a great post and I consider it must reading for anyone seeking to enhance the value of their offerings to their current and potential customers.
Follow the link: “Listening Labs”- Unpacking Core Drivers and Barriers.
Do you really understand how your customers make decisions? Do you know how to map their process, who to call on next, what to talk about–to have most impact? For a free eBook on Understanding Your Customer’s Decision Making Process, email me with your full name and email address, I’ll be glad to send you a copy. Just send the request to: dabrock@excellenc.com,
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