It is my firm belief that companies succeed by delivering greater value to their customers than their competitors and that value is measured by customers through the delivery of consistent but agile experiences.
To understand what customers actually value in your product or service you need to ask them. You need to understand what it is they value, what they don't value and what they are likely to value in the future. Obtaining answers to these questions is also a process that requires periodic review.
It can however be very challenging to ask these questions yourself without creating bias or it may even be the case that the customer doesn't feel comfortable being critical so they create bias; it's a British thing, we don't like to be rude.
My Voice of the Customer (VoC) service provide clients with a real insight into what their customers actually value and provides a true baramoter on your performance and likely future success. For more details on VoC please click here.