Imagine you are an umbrella manufacturer with most of your customers distributed across Seattle, New York City, and Los Angeles. In addition to demographic differences, behavioral differences exist as well: the amount of usage of the umbrellas, the preferred designs of the umbrellas, and what they want the umbrellas for. It is likely a one-size-fits-all […]
In the association world, there is so much knowledge, expertise, and experience that can be shared among organizations. In connecting our own network of clients and industry partners, our hope is that there is less reinventing of the wheel when it comes to problem solving. Associations have a finite amount of resource, it should not […]
During a merger or acquisition, the diligence process is focused on risk: are there any financial indicators of failure? Companies that go above and beyond in assessing risk go beyond the financials and look at customers to uncover risks and possible opportunities. Several times, we have heard customer interviews are done infrequently at best, or […]
Do you and your team find yourselves in “crisis mode,” tending to customers that defect, seemingly out of nowhere? Is your organization surprised when a customer expresses interest in growing with you? Do account managers spend more time putting out fires than growing accounts? If so, your internal culture may be reactive. Reactive organizations are […]
If you’re a budget-conscious organization and/or are looking for deeper insights from your customers or members, consider virtual focus groups: Our recent work has allowed recent clients to talk to particular customer and member segments across wide geographies. The result is quick, valuable, and actionable information to drive change in their organizations.