Abstract

The world is changing rapidly, and the desires and expectations of customers are changing with it. What was forward-thinking even 5 years ago is now considered the norm, and what differentiates the success of one business over another is often who can meet or, better yet, exceed customer expectations the fastest. But to do that, organizations must understand what their customers currently want while anticipating what they will need in the future. To stay on top of customer needs and market trends, effective leadership needs to understand the complex, interconnected requirements of the customer, the capability of their workforce, the real versus perceived value of innovative tech options, and the vulnerabilities that new tech can introduce. In this Category Study, ASQE explores the connectivity of two Insights on Excellence^® categories—Voice of Customer and Leadership—providing a deeper look at significant data and key findings to complement the larger suite of IoE research.