Tag Archives: Managing Forward

Testing is a critical aspect of managing the customer experience. ForeSee President and CEO Larry Freed explains more in his book, Managing Forward. Continue reading →

This is part five of the ForeSee Blog’s Managing Forward series. Read the first part of the Managing Forward series here, part two here, part three here and part four here. In the fifth stage of the managing forward template found in my book, Managing Forward: How to Move from Measuring the Past to Managing the Future, I talk about the importance of benchmarking in today’s ultra-competitive market. Stage Five:  Benchmark Broadly Competition does not exist solely in your category or industry.  Businesses compete for a share of wallet against all purchases.  Benchmarking performance against competitors is important, but so … Continue reading →

In my book, Managing Forward, I use a template to outline specific ways to help you determine and implement smart business strategies based on better knowledge of your company and your customers. The fourth part of this series is about making the changes that matter most to your customers. Read the first part of the Managing Forward series here, part two here, and part three here. Stage Four: Make the Changes that Matter Most to Your Customers Identifying what to change (see last post) is only the first step.  Making changes that actually improve customer satisfaction is an all-important but … Continue reading →

Stage 3 of Managing Forward: A Template, as discussed in my book, Managing Forward, focuses on using customer satisfaction analytics the help you set priorities that will give your company the best return on investment. Read the first part of the Managing Forward series here, and the second part here. Stage Three:  Set Priorities Based on Customer Satisfaction ROI Even among the best of the best, no company has unlimited resources.  Understanding the needs and expectations of your customers helps your business prioritize the allocation of limited resources. The key to winning in the ultra-competitive business landscape we all face … Continue reading →

Stage 2 of Managing Forward: A Template from my book, Managing Forward, identifies the characteristics of an intelligent measurement technology and the results you can achieve by harnessing the power of customer satisfaction analytics. If you didn’t read Stage 1 on identifying objectives and determining the role of each channel within the organization yet, check it out here. Stage Two:  Measure Intelligently Once again I have to start by saying: you cannot manage what you do not measure.  The core activity in this stage is to establish and implement tools and methodologies that generate credible, reliable, accurate, precise, predictive, and … Continue reading →

How do you measure success?  Was success yesterday?  Is success today?  Is success what happens tomorrow? Real success is certainly a combination of all three, but in reality you are only as good as tomorrow.  That’s why it’s so important to measure the customer experience – it gives you that glimpse of tomorrow. Traditional (behavioral) measures show us the past while customer satisfaction tells us what consumers are likely to do in the future. To get the most complete picture of how your company is doing, you must continuously capture the voice of customer and measure customer satisfaction so to … Continue reading →