- 20 years of hands-on management of large engineering, manufacturing, and procurement organizations focusing on product/service development, especially in areas of collaborative design, metrics, supply chain management, and business strategy implementation
- Clients include Fortune 500 companies, major universities (Stanford, MIT, Carnegie-Mellon University), and government agencies in product development, supply chain management, and rapidly implementing enterprise-wide change
- All 7 Best Practices
- Pre-Call Discovery Process
- One-on-One Call with Expert
- Session Summary Report
- Post-Session Engagement
Applying the Voice of the Customer to Product or Project Requirements
Risks & Opportunities
If VOC research is ignored or poorly done, a company’s risks include:
- Opening the door to a new competitors: Competitors can gain easy access to a new market by finding a company that owns a certain niche but does not understand its customers well.
- Falling behind existing competitors.
- Losing your customers’ trust and loyalty.
- Wasting time, money and other resources on market losers.
If VOC research is done well a company’s opportunities include:
- Taking advantage of what’s missing in the marketplace to create a stream of innovative new products.
- Understanding the difference between customer wants and needs: Needs that are not being met in the marketplace currently are where profit and margin reside.
- Designing products that incorporate customer delighters: Delighters are those characteristics of your offering that garner a premium because they are exciting and unexpected.