Firm Performance is About … Customer Willingness to Pay
As the old saying goes, “If you can measure it, you can manage it.” Firm (or business) performance is no exception. But what does it actually mean? According to [...]
How Design Thinking Can Lead to Excellent User Experiences
Outstanding user experience (UX) design leads to superior conversion rates from both new and existing customers. To achieve such outcomes, firms must understand how their customers think, define value, [...]
Improving Customer Satisfaction Using the Three-Hat Service Model
Service firms face the challenge of how to best deliver their solutions to their customers. Successful firms implement a cultural model that focuses inwards on specific expertise-based roles and outwards [...]
Defining customer segmentations based on how clients think
Customer segmentation is a key business tool, not only in marketing. It contributes to the efficiency and effectiveness of a firm by grouping customers who exhibit common traits and [...]