When considering Voice of the Customer (VOC) initiatives in your organization, are you focused and asking the right questions? Lack of direction and
Lean Principles: Do They Work in The Service Industry?
It Only Works For Manufacturing Lean Principles: They only work in manufacturing. It's a statement you hear more often than not. Even though many
Customer Experience: Where Does the Battle Occur?
Study the Battlefield of Customer Experience The battle of competition between business has traditionally depended on several factors. Location,
Voice of the Customer (VOC): Are You Just Putting Out Fires?
Do you feel like you're just putting out fires with Voice of the Customer (VOC) programs? Always in a defensive, under siege mentality, arbitrarily