Culture, Foundation, Innovation and Improvements, Performance Management

Voice of Customers (VOC) vs. Voice of Non-Customers (VONC)

Many of us are familiar with the importance of Voice of Customer (VOC). Thanks to process improvement methods like Six Sigma that emphasise a lot on VOC. VOC helps in understanding what's important to customers. And helps in aligning services and process outcomes to those expectations. We should also pay attention to Voice of Non-Customers… Continue reading Voice of Customers (VOC) vs. Voice of Non-Customers (VONC)

Delivery Models, Foundation, Innovation and Improvements, Operations Management

How can brick and mortar retailers fight competition from online retailers?

I came across an interesting article in hbr.org recently which brought back some  thoughts based on the work that I did earlier in this area: Often, we look at the challenges faced by brick and mortar retailers from price perspective especially in the wake of the increased success of online stores. Yes, price definitely is a factor, especially for so-called commodity… Continue reading How can brick and mortar retailers fight competition from online retailers?