In 2019, Customer Understanding Is the Key to Growth

Posted by Andrea Olson on Mar 19, 2019 12:09:41 PM

Written by Andrea Belk Olsen, MSC and CEO of Pragmadik
https://www.linkedin.com/in/olsonandrea1/

Most "predictive rundown" articles that kick off at the beginning of the year focus on big technologies, major disruptions, or massive breakthroughs that will upend your market. While these possibilities may manifest at some point, there's something to be said for going back to the basics. They say, "what got you here, might not get you there", that doesn't mean as an organization you toss out the good with the bad. More importantly, you don't lose sight of the practical essentials that make a business successful - customers.

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Is Your Focus on You, or Your Customer?

Posted by Andrea Olson on Jan 10, 2019 10:32:05 AM

Written by Andrea Belk Olsen, MSC and CEO of Pragmadik
https://www.linkedin.com/in/olsonandrea1/

We often over simplify what we believe a customer’s need is, often due to the fact that many organizations view customer needs through an internal lens.

“Because we sell widgets, our customer must need widgets. Our customers must want them to perform reliably, have them delivered on time, and at least meet a minimum quality standard.”

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Are You Sabotaging Your Customers?

Posted by Andrea Olson on Oct 2, 2018 11:06:55 AM

Written by Andrea Belk Olsen, MSC and CEO of Pragmadik
https://www.linkedin.com/in/olsonandrea1/

It's not about you. Truly, no matter what business you are in, it's not about you.

Too many organizations unintentionally support internal cultures that focus on the company, not the customer.

For example, have you ever heard your team being negative about customers, saying that they "don't get it"? Or about a competitor, stating they are "less than" your organization? What both of these things have in common is that they aren't focused on understanding and serving the customer. If your customer "doesn't get it", that's on you. If your competition is "less than", is that your perspective or your customers?

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What Customers Really Want

Posted by Andrea Olson on Feb 26, 2018 9:13:42 AM

Written by Andrea Belk Olson, MSC and CEO of Pragmadik
https://www.linkedin.com/in/olsonandrea1/

As successful business leaders, we feel we have a handle on what our customers want. Leveraging anecdotal feedback from the sales force, formal studies by the marketing team, data capture from customer service, and overall competitive research, there's a strong level of confidence of what customers are needing and how we can serve them.

Or are we secretly in the dark?

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Going Beyond Customer Satisfaction: Measuring Customer Loyalty

Posted by Stephen Schiera on Aug 30, 2017 12:32:04 PM

Written by Steve Schiera, IMEC Regional Manager

Net Promoter Score (NPS) can be a valuable tool for measuring customer satisfaction, increasing customer lifetime value and reducing customer turnover. The happier your customers are the more referrals you will get and the more successful and profitable your business will be.

Because loyalty is so important to profitable growth, measuring and managing it makes good sense.  The saying “What gets measured gets done” is extremely relevant with customer satisfaction.  Many organizations have no method to obtain this critical information and many existing customer survey approaches have not proven to be very effective. Their complexity makes it difficult to get responses from your customers and they often generate flawed results.

By substituting a single question for the complex black box of the typical customer satisfaction survey, companies can actually put results to use and focus on the task of stimulating growth.

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Doran Scales, Inc. Has Completed ISO 9001:2015 Registration

Posted by Marketing Support on Aug 24, 2017 2:18:14 PM

Pictured left to right - Steve Schiera (IMEC), Shani Podl (VP, Doran Scales) Mark Podl (CEO, Doran Scales) Ken Wunderlich (IMEC)

Written by Jim Dunbar, IMEC Marketing Coordinator

IMEC is very pleased to announce that Doran Scales, Inc. of Batavia, IL has completed the ISO 9001:2015 registration, demonstrating their on-going commitment to total customer satisfaction and quality improvement. The single most instrumental factor which has established Doran’s strong position in the market is a straight forward desire to “Provide the best customer service in the industry."

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