 |
Customer Net Impression |
 |
Employee Net Impression |
 |
Service Delivery Channel Allocation |
|
Net Impression Process |
Keeping Score vs. Innovation
"We're great at keeping score—we don't fix much, but we're great at keeping score.”
- Vice President of Field Services (150 Airports), Major U.S. Airline
Most companies are good at "keeping score;" survey development, administration, and analysis are the easy part. However, simply keeping score has a major pitfall. It tends to focus attention on what happened yesterday versus what needs to happen tomorrow to improve results. It promotes "driving by looking in the rear view mirror."
The most successful organizations use customer research to stimulate innovation and continuous improvement. Gaining a competitive advantage involves proactively responding to customer priorities. In dynamic markets, today's products and services will soon be outdated, and today's customers may well move on. The most successful customer-driven companies consistently deliver newer products, better service, and streamlined, more efficient processes. The key to their success lies in adding value faster, not in doing the same thing they did yesterday marginally better. They make sure they understand what their customers want and constantly innovate in areas where customers will notice. They engage their employees in creating better products and services, which makes them the source of innovation rather than the victim of it.
But how does an organization use PCG's research results to create major innovations?
Successful Innovations: Net Impression®
PCG's Net Impression® Innovation approach helps you turn market research into successful innovations. It begins with your customer. The Net Impression® Leverage scores provide direction—they show where the market impact will be greatest so that customer satisfaction and loyalty are increased. However, truly successful innovations couple market impact with business impact in the form of greater revenues, reduced costs, and higher profits. Finally, PCG creates successful innovations that breed enthusiasm, ownership, and commitment among those responsible for implementing the changes. The results speak for themselves: faster breakthroughs at lower costs with manager and staff buy-in generated along the way.
PCG Experience and Impact
PCG understands how to help organizations manage the innovation process. With expertise in creativity and innovation, operations, marketing, and communications, we support the teams and the process. The approach we use emphasizes harnessing the skills and experience that already exist in the company. We add insightful data collection and analysis where needed to steer the process in the right direction. The results: measurable impact in terms of customer satisfaction, productivity, and employee engagement.