Peter F. Drucker, perhaps the quintessential management thinker of the 20th century, famously said "There is only one valid definition of business purpose: to create a customer...It is the customer who determines what a business is. Is is the customer alone whose willingness to pay for a good or for a service converts economic resources into wealth, things into goods. What the customer buys and considers value is never just a product. It is always a utility, that is, what a product or service does for him."
At Hansa|GCR, we think Mr. Drucker is right: the customer is the epicenter of the business. That's why we have focused our firm on customer experience research and related consulting. We help our clients improve their business results by answering three kinds of questions:
- What is the current situation with our customers and non-customers and why? What motivates customers and non-customers to buy from and form relationships with us or our competitors?
- Looking to the future, what can be done to improve products, services, and customer experience to capture more customers and build deeper relationships?
- What is the best and most reliable way to know if the business is making progress with customers?
Throughout our enagagements we apply a customer lens to business problems, which means helping our clients cross the bridge from the customer voice -- to customer insight -- to business improvement. Fundamental to our value is reaching deeper insight to what motivates people to act and buy. We employ leading techniques to uncover the fundamental needs beyond what customers say on the surface. Our services maintain an abiding focus on the business questions and needs of our clients.
We invite you to explore the information and resources on this site, and we hope it's helpful in answering your questions. If there is anything you're looking for that you don't find, or if there is any other way we can help you, please visit the contact page and let us know.
