Articles by Reg Goeke
|
|
Principal and founding partner of Market Value Solutions (MVS), Dr. Reg Goeke has consulted on marketing, competitive strategy, and business process improvements for such companies as Thrivent Financial, Dunn and Bradstreet, the Principal Financial Group, the Caterpillar Inc. Worldwide dealer network, Case New Holland, Southern Companies and other public utilities. Goeke has pioneered in the development of customer information systems for these and other companies and specializes in the systematic deployment of customer information into effective competitive strategies and business performance improvements. Before founding MVS, Goeke was on the faculty at Penn State University, where he has also taught in Smeal College’s Executive Education Programs. His most recent publications include: Value Driven Channel Strategy: Extending the Lean Approach (Quality Press 2006), Competing for Customers and Winning with Value (Quality Press 2006) and Strategic Six Sigma for Champions: Keys to Sustainable Competitive Advantage (Quality Press 2006). For more information about Goeke and MVS, visit www.MarketValueSolutions.com.
-
I’ve observed the workings of call centers in a variety of industries, and I have always been chagrined at their reactive nature and the lack of focus associated with call center activities. It seems to me that the call center could become an extremely effective listening post if a) the call center were to be just a bit more proactive and b) if the call center were more focused on the...Full Article »
I’ve already talked about the importance of choosing the right metric in order to make your voice of the customer actionable in the call center. It should also be obvious that your voice of the customer can only become strategically useful if you take a proactive approach to collecting the data in the call center environment. You need to focus your data collection on those market...Full Article »
The key to profitably increasing revenue and market share lies in creating and delivering superior competitive value—and this is especially true in a lean economic environment. Ask all your customers—business or consumer—about any recent purchase, and they will likely tell you that they were seeking the best possible quality at the most competitive price. This is the very...Full Article »
Welcome to the Voice of the Customer (VOC) column, where I will be discussing new ways to collect, analyze and deploy the Voice of the Customer (VOC) for improved profitability and market share gains. The focus of this Voice of the Customer column will be on making your Voice of the Customer more actionable for smarter cost reductions and targeted revenue growth. I’ll be talking about the...Full Article »
Advertisement
Events of Interest-
Customer Experience Management for Banking & Financial Services
Venue to be confirmed, London, UK
September 18- 20, 2012 -
12th Annual Minimising Churn and Building Customer Profitability
Amara Hotel, Singapore
June 6- 7, 2012 -
3rd Annual UAE Customer Service Week
Abu Dhabi, United Arab Emirates
September 30- 3, 2012 -
Customer Experience Management in Telecoms: UK Summit
Chelsea Football Club, London, UK
July 16- 19, 2012
You Might Also LikeAdvertisement
Reach Customer Management professionals through cost-effective marketing opportunities to deliver your message, position yourself as a thought leader, and introduce new products, techniques and strategies to the market.
Learn More >>
Join today and interact with a vibrant network of customer management professionals, keeping up to date with the customer management industry by accessing our wealth of Customer Management articles, videos, online seminars, live conferences and more.
Sign Up Today!Customer Management IQ, a division of IQPC
2012 All rights reserved.Use of this site constitutes
acceptance of our User Agreement and Privacy Policy.
Careers With IQPC | Contact Us | Unsubscribe to Bizo | About Us
Not a member? Sign Up
Reasons for Joining
Address your challenges through knowledge sharing with peers from our global network of specialists.
Benchmark your business initiatives with the who's who in the field.
Hear from industry pioneers how to maximize ROI in today's challenging economy.
And best of all It's FREE!