Last week I considered how difficult it has become to build a brand by creating a unique product or a differentiated positioning. The holy grail of product superiority has been made even more elusive by globalised manufacturing processes that bring products to market more swiftly; and the heyday of advertisers telling customers how they should view their brands has been swept away by the inexorable rise of social media.More
Customer feedback can be filtered by touchpoint but also by product type. This allows clients to identify issues relating to specific propositions and determine where improvements need to be made. Email surveys are particularly valuable in this respect, allowing the measurement of product performance based on robust sample sizes.
Not only can ServiceTick help you refine existing products and categories, but we can also help you understand whole new areas of opportunity as well. Identifying unmet customer needs, which are often voiced as frustrations, can open up new customer propositions and support a broader innovation programme. It can be the fuel that drives these critical initiatives and ensures your business stays relevant to your customers.