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Think Strategically by Ken Langdon, Andy Bruce

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Find out What Customers Want

There are many useful techniques for establishing what your customers, both internal and external, want. Use a cross-section of these when planning to make sure that your strategy goes to the heart of their requirements.

Use Feedback

Direct feedback from customers helps you to understand their needs. Use multiple choice feedback forms, not only to help you to understand how satisfied your customers are at the moment but also to identify new trends so that your strategy can anticipate them. Make the questions very clear so that the replies you receive are completely unambiguous. When you have collated the feedback, use it to identify ways in which you can develop your strategy to meet customers’ present needs and ...

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