For those in the midst of updating or creating strategic plans for the upcoming calendar year, it’s go time. Before getting too far down the road, one topic must be assessed with brutal honesty: Do you have the customer insights needed to drive a strategy that will hit the mark in 2014 or are you winging it?
From time to time, clients from around the globe hail the M3 team. This month we found ourselves in South Africa. The country is well known for its spectacular safaris and equally being an emerging market (25th biggest economy to be specific). The convergence of these themes reinforced one of the core tenants of any good strategy – know your customer.
In the world of business programs and metrics, customer feedback data isn’t a heavy hitter. Business audit activity, on the other hand, puts the stuttering “f” in f-f-f-fear. What many organizations don’t realize is that with every single customer interaction, an informal audit is indeed being conducted.
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