Dunvegan Blog

We live in a "do-it-yourself" world!

Yes, we live in a "do-it-yourself" world; a world in which we have instant access to such a vast array of information, there is almost no question that cannot be answered with the help of Google and a few keystrokes. As a result, we think we can do anything ourselves and the truth is, yes we can.

The question is should we?

When speaking about customer satisfaction measurement, voice of the customer or lost business assessment, company owners often tell me they can "do it themselves" or "do that internally". My answer is, "Yes, you absolutely can. You can learn the process, study best practices, acquire the appropriate software, train your own people to be programmers, interviewers, coders and analysts.

Before you make that decision, the first question you need to ask yourself is this ... is conducting your own customer satisfaction measurement or voice of the customer program the highest and best use of your organization's time, energy and talent?

The second question is ... will this investment in internal resources contribute to your bottom line?

When the answer to either of these questions is "no", then you are better to outsource this work to someone who has chosen to master this subject area, someone who has invested in learning both theoretically and practically how best to perform this work; pay them to get the work done better and faster than you can do it yourself.

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