How to Turn your On-line Customers into Promoters

It is already more than 10 years ago that the book The Ultimate Question (1) was published. In this book, the Net Promoter Score (NPS) was introduced. The NPS measures promotion of products by the customers of a company. The NPS has been adopted by many companies all over the world. But is NPS still

Creating Requirements which Count

Requirements play a central role in the development process.  Requirements define both what must be build, and what has been built. But writing good requirements is a skill, which few organizations master. What are the essential elements to write good requirements? How do you write requirements which make a difference? This blog discusses 4 essential

Design around the Customer with the Voice of the Customer Tree

A question which frequently comes up in innovation is how to create products or services which are really liked by customers. The Voice of the Customer Tree is a very powerful tool to define the key requirements of a product or service to ensure that the value of a proposition is delivered. The Voice of

How to create a Value Proposition

Creating a Value Proposition is for many people an abstract exercise which takes time to master. But creating a good Value Proposition is an essential step to create products or services that are successful in the market.   In this blog I will discuss the basics of creating a Value Proposition. I will discuss what

The Dynamics of Customer Needs

To understand the dynamics of a business, it is important to understand customer needs. Customer needs are the basic driving force of market demand for products and services. Any business must therefore understand the needs of its customers. But what are customer needs? How can they be identified? How to identify customers with the same