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February 10 2016
When WAV Group supports an organization on strategic planning, our first phase is discovery. We spend a lot of time gathering information about the business. Our process involves three methods: talk to people, survey people, study reports.
Talk to people
The first method is phone calls. We talk to a lot of people about the organization to listen to what they say and to appreciate how they feel. The interviews are as much about understanding what is in people’s hearts as they are to understand what is in their mind.
Survey your customers
The second phase of discovery is to do a survey. Great surveys are like works of art that blend industry wide benchmarking questions with business specific measurement questions to tally up the facts about how an organization is measured by their people.
Beyond the tally, we look at cross-tabs to understand differences among the various personas. Brokers may feel differently about an MLS than agents. Buyer’s agents may feel differently than listing agents. New agents feel differently than experienced agents. The entire audience will feel differently if you have recently made a service change (switched vendors).
Just for fun, we can also compare organizations to similar organizations or groups of organizations across the county. Unlike any other, WAV Group research can deliver perspective.