Tag Archives: Competitive advantage

Mapping Buying Experiences: Creating Growth Through Aligning With Buyer Goals

Engaging new buyers and repeat customers are the lifeline to achieving growth.  While the context of these fundamental challenges has changed via digital technologies, they nevertheless are constant pressures.  Recent surveys of CEOs by IBM, PWC, and KPMG all point to major concerns and priorities in expanding the lifeline to growth. Creating distinctive and engaging experiences, as part of how people and businesses go about making purchases, is getting more attention today than ever.  Causing many to rethink long-standing practices on customer acquisition and customer retention. In order to learn how to create distinctive buying experiences, businesses are embracing new…

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Staying Relevant In An Era Of Disruption And Elusive Customer Loyalty

Customer loyalty continues to be a top-of-mind concern for CEOs, as studies and surveys from the likes of IBM and others have shown.  During the past decade or more, we have seen the use of customer satisfaction surveys, Net Promoter Score, and the rise in customer experience as means for gauging customer loyalty.  The central points being that of keeping customers satisfied and providing great customer experiences will keep customers loyal. In fact, a recent study on customer experience surveying 500 plus executives sponsored by Genesys, showed a very strong correlation between providing high-quality customer experiences and customer retention. Here…

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Tony
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5 Obstacles to B2B Market Research and Actionable Customer Insights

The idea of market research has been around for a very long time.  Conceptually, market research is a strong component of overall business strategy.  A key element of market research is the gathering of valuable buyer and customer insights.  Ideally these insights will result in competitive advantage, innovation, and market leadership. Sounds good.  Except there is one issue we are all dealing with.  We do not live in an ideal world anymore. The global spinning world of networked buying behavior is calling for business to rethink how to gather insights.  While Big Data offers one avenue, it is still a…

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Tony
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Is Your Organization Listening To Your Buyers? (How It Can Using 4 Stages of the Buyer Insight Maturity Model)

We hear it all the time.  The mantra of being customer and buyer focused.  Every year it shows up in one document or another.  It is widely announced at the beginning of each year.  The national meetings and celebrations fire up the troops.  Then, like a slow warping LP record in the hot sun, it begins to lose its’ clarity and sound.  The mantra dies. There has been much focus on customers and buyers over the past few years.  The need to listen and understand buyers today is broadcast throughout the business world on a daily basis.  In a recent comment…

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How Many Buyer Personas Do I Need? (The Answer You Need To Know)

I get asked this question – a lot. I read many incorrect answers – a lot. The right answer matters – a lot. Confusion Reigns This is one of the most asked questions I have encountered since creating the buyer persona concept a dozen years ago.  What concerns me today with the rising interest in buyer personas, is how often this question is answered incorrectly.  The result is confusion in many areas. First, a look at the usual confusing – and incorrect – answers proliferating today: A buyer persona should be created for every role Buyer personas are built for…

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Do You Know What Your Buyers Value When Making A Purchase Decision?

The importance of knowing what buyers value is unmistakable.  Yet, trying to understand what they are can be fuzzy.  Buyers are not always clear in articulating, which makes our ability to understand challenging. Understanding buyer value drivers is important to developing a compelling value proposition.  You need to balance both sides of the coin to meet the goals and needs of your target buyers. Influence Begets Complexity Our traditional view of value drivers, through the term we know as buying criteria, has become inadequate in the new digital age.  It is a one-dimensional view, which can be un-insightful.  Buyers today…

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Tony
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How to Find the Critical Buying Path of Your B2B Buyer (Using the Buyer Decision Model)

Lately, attempts to visually show buying processes or buyer journeys have come in all shapes and sizes.  They have ranged from the traditional funnel to circles, galaxies, maps, rings, and whatever Lego type shapes can be mustered.  Names for the different phases and stages seem to be – well – all over the map.  I will confess – even I got caught up in doing this a few times. As I reflect on this as well as the hundreds of buyer interviews I have done over the course of a dozen years – it comes down to this for me:…

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How Buyers Decide When They Don’t Care About Your Competitive Advantage

In today’s emerging digital age, understanding buying behaviors is becoming job one for many B2B organizations.  Faced with relentless new demands from customers and buyers, B2B leaders must map out a course of transformation.  This transformation involves being relevant in today’s complex marketplaces by an equally relentless focus on customers and buyers. End of Sustainable Competitive Advantages One of the byproducts of the emerging new digital age is the equalizing of competition.  One of our brightest thinkers of today is Columbia Business School professor Rita Gunther McGrath.  In her just-released book, The End of Competitive Advantage: How to Keep Your…

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Use Buyer Insights to Make Better Decisions

The need for insight into buyer goals, needs, and behaviors has never been more important.  It is an essential pathway towards gaining a consistent jump on your competitors.  Profound buyer insights give business leaders, like you, the understanding needed to make the right decisions at the right time. Informed Decisions To make informed decisions means we need to change how we make decisions.  What do I mean?  The majority of business decisions related to marketing and sales rely on quantitative analysis.  Usually involving a look at recent and past results.  I am not so sure this is fast enough for today’s…

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