“I think customer experience should be a consistent focus in an organization.”
In this Adlin’s question, he didn’t deal with essential meaning of success. He wants to tell elements that help the firm in control. Most people are interested in measuring ROI (Return on investment) but condition of present and future is more important issue for the firm. If you can figure out problems of company in process, product and communication, then you can easily measure success. Quicken finding problem in product which could mean the web site can bring better communications between marketing and product development and able to help an executive team to make a quick decision. Adlin said all of these things impact a company’s ability to satisfy their customers.
I agree with Adlin’s idea but I think the answer doesn’t match to the question. I think measuring success is calculation of profit. Figuring out the problems of product is important but the firm should see expansive review of problem in social, economic and political matter. Once the firm is in stabilization, it is easy to make a profit.
Subscribe to:
Post Comments (Atom)
2 comments:
I agree with the comments made during the lecture, ROI is a pretty good long time measure, but as the interview seems to deal with young ventures which cannot be expected to carry their investments just yet, other measurements are needed.
What Adlin suggests in her answer is pretty simple, but I think it sounds reasonable and I can't come up with any better alternatives. Improvements in the organization may be just as valuable as money in the long run.
Consumer focus might be a right answer, but, in this era of social networking or media, probably, it should be changed: the focus should be "BETWEEN consumer and company" as "between" is about social and conversation. Maybe a bit philosophical thought:)
Post a Comment