Understanding the 'Voice Of Customers'

Sitting in a government office and waiting for a presentation was draining my energy off so thought of doing something interestin to activate my neuron cells :)

For the last few weeks I have been participating in a lot of discussion forums where opinions were flying in terms of Target Addresable Market (TAM), Social Media intrusion, scope of consulting services etc and honestly lot of noise was being created without much sense

What I feel personally is that too many things are happening for sure Social Media, Internet Technologies, Process Automation etc but somewhere in midst of all these the 'Voice of Customer' is getting feeble , unheard.

I beleive that in whatever you do ( Product business, services or consulting) the key is to acknowledge the customers voice. I still remember a meeting where after presenting a 60 slide presentation on process effectiveness the customer whispered in my ears 'Mitul, I have 90% employees who just have class 10 as a formal education so do you think we can implement what you are presenting here' and I understood what I had missed. In all my enthusiasm to present my idea I had missed the context and hence was presenting something which was not implementable.

So treat every customer as a unique entity and present something which matches with their maturity to be acceptable. At the end of the day Technology has to make business easier rather than demanding change in business to do Technology adoption

Cheerio
M