Charlie Scott has more than 25 years of hands-on homebuilding experience, much of this in senior management positions with an award-winning, nationally recognized Midwest builder. He credits a "Voice of the Customer" firm as instrumental in his home building company's strategic growth and success. Today, Scott is an owner of that "Voice of the Customer" firm—Woodland, O’Brien & Scott—and helps North American home builders grow their own customer-centric cultures, pursue operational excellence, and increase referral sales.
Want an excellent book to read? Try Dov Seidman’s “How: Why How We Do Anything Means Everything... in Business (and in Life).”
This book wonderfully describes how products and services can easily be copied by competitors. The only “thing” that the competition cannot copy is human behavior — how you do what you do. As such, Seidman theorizes that the only way to consistently outperform the competition is to out-behave the competition.