Archive for the 'Consulting' Category
You’re Only as Good as Your Client Thinks You Are
Nice Post by Richard over at UXmag.
1 comment[…] Even the most unique product will eventually be commoditized in the minds of your clients. It’s not an issue of if just of when.
So why did she hire us then?
Well, according to her it was for all the little things we do, the things that have nothing to do with the product we supply. My belief is this:
The product and service we offer categorizes us, everything else we do defines us.
Measuring a Consulting Organization’s Performance
Question: What performance measurements do you recommend our firm use to assess our business operations?
Answer: I was hired by a consulting firm to help them improve their marketing effectiveness. The first item they showed me, to begin on the “positive,” was the number of proposals they were generating.
It was an intimidating number, something like 15 a week. And it was completely misguided, because behavior responded to the measures, and scores of people were involved in creating, reviewing, and dispatching proposals that weren’t worth the paper they were printed on. (Many years ago, United Airlines told its call center personnel that customer satisfaction was the highest priority, yet measured operators based on-Guess what?-numbers of calls per hour. This is the epitome of cognitive dissonance.) Read more…
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