ARTICLES (MAGAZINE)

Enhancing Voice Of The Customer Metrics

Voice of the customer metrics need to assess what is important to the end user, owners of the next step of an overall organizational value stream, people involved in the process, and the business as a whole; i.e., more than just customer satisfaction evaluation scores.

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Enhanced Capturing Voice of the Customer Methodology in a Business Management System

An enhanced capturing voice of the customer methodology is needed within businesses. A voice of the customer (VOC) system needs to be an integral part of an organizational overall business management system. A business’ survival depends upon effectively reacting and anticipating customer needs; however, businesses need to better answer how to effective track and improve voice of the customer ...Continue reading →