The other part of the secret is leveraging the information you obtain. Although technology s siren song may be wonderfully alluring, your customers live in a multimedia, time-pressed, yet human and emotional world. After 27 years of asking questions in the industrial marketplace, I ve discovered ONE question that elicits more good customer feedback than any other. Frequency Everyone talks about the rapid change the Internet is undergoing. The Internet is also causing your customers to change along with it.
Expectations rise with each new announced improvement.
Thus the research you conducted last week may no longer be valid, and your customer may have moved beyond what she told you a few weeks ago. Joanne Gucwa is president of Technology Management Associates, Inc. , of Chicago. Back issues available online. We respect the privacy of our visitors. Text, graphics, and HTML code are protected by US and International Copyright Laws , and may not be copied, reprinted , published, translated, hosted, or otherwise distributed by any means without explicit permission.