Monday, March 8th, 2010
This is not really and either or proposition as the title suggests. I do find that many companies are seduced by the glamour and sexiness of innovation – coming up with new products that create the so-called Blue Oceans where little if any competition exists. Such was the case of ...
Posted in corporate culture, customers, eric reidenbach, market share, new product development, pricing, quality, six sigma marketing, voice of the market | No Comments »
Friday, March 5th, 2010
Based on the buzz on twitter and other social media, I’m sure that most quality people have seen the report by the Avery Point Group, an executive search and recruiting firm for lean and Six Sigma talent. According to the report and based on on-line job postings, “lean now dominates ...
Posted in Lean, corporate culture, cost cutting, customers, eric reidenbach, market share, six sigma marketing, value | 5 Comments »
Wednesday, March 3rd, 2010
Who is the customer? That may seem like a stupid question but in many organizations it is not who you might think. Many organizations that purport to use the VOC (voice of the customer) to drive their strategic and operational initiatives – this is particularly true of those organizations that ...
Posted in customers, eric reidenbach, market share, quality, six sigma marketing, value, value tools, voice of the buisiness | No Comments »
Sunday, February 28th, 2010
One of the outcomes of the Toyota recall situation is a plethora of teachable moments. These run from supply chain implications, communication strategies, quality and process control, even investing - the list goes on. So, at the sake of piling on, let me add one more.
I recall from my distant ...
Posted in customer retention, eric reidenbach, six sigma marketing, value | 2 Comments »
Monday, February 22nd, 2010
I have often been asked about the genesis of Six Sigma Marketing. Six Sigma Marketing was developed in response to a simple question – “How do we use Six Sigma to grow market share?” The question was posed to me by a Master Black Belt at a large Cat dealership ...
Posted in best in market, customers, eric reidenbach, market share, product/markets, six sigma marketing, value, voice of the customer, voice of the market | No Comments »
Thursday, February 18th, 2010
“Until 1997, the total market for plastic pellet drying and conveying equipment had grown at a rate of approximately 7% for the past 30 years,” explained an executive VP at a plastics equipment maker. “Then, the market went flat and began to decline. By 2002, it had leveled out at ...
Posted in best in market, customers, eric reidenbach, market share, product/markets, six sigma marketing, value, voice of the market | No Comments »
Monday, February 15th, 2010
When you are constantly looking down it’s difficult to see what is going on around you. This is a common ailment of many manufacturing organizations – they are, simply put, product oriented and not market focused. A product orientation with its emphasis on costs and production occludes the organization to ...
Posted in Lean, best in market, cost cutting, customers, eric reidenbach, market share, product/markets, quality, six sigma marketing, top line revenue, value, voice of the market | 1 Comment »
Tuesday, February 9th, 2010
Here are some of the more recent articles, columns and blogs on IQPC’s Customer Management website.
· “Call Center Quality & Monitoring: From Best Practices to Next Practices”
· “Does Average Handle Time (AHT) Have a Place in the Modern Call Center?”
· “Managing Call Center Results is More Than Managing AHT”
· ...
Posted in best in market, customer retention, customers, eric reidenbach, market share, product/markets, quality, six sigma marketing, top line revenue, value, value proposition, value streams, voice of the market | No Comments »
Friday, February 5th, 2010
President Obama has provided us with yet another teachable moment. This one has to do with the VOC (voice of the customer) versus the VOM (voice of the market). Now, before I am accused of cynical partisanship, let me say that the point that I am going to make is ...
Posted in customers, eric reidenbach, six sigma marketing, value, voice of the customer, voice of the market | 3 Comments »
Monday, February 1st, 2010
“Will Toyota’s Recall Severely Impact Customer Satisfaction?” reads the headline of an article appearing on QualityDigest.com by Raissa Carey. This is a good question on several levels.
First, it highlights the use of “customer satisfaction” as a driver of future purchasing. The premise is if customer satisfaction is severely damaged, future ...
Posted in best in market, customer retention, customer satisfaction, customers, eric reidenbach, market share, quality, six sigma marketing, top line revenue, value | 1 Comment »
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