Alexander Edwards, president, Strategic Vision, explains that surveys can help predict future behavior. But, you need to make sure your survey is in... [more]
Lisa Custer, principal, Firefly Consulting, suggests using a customer journey map in order to use your voice of the customer data and develop a... [more]
In this episode, Lisa Custer, principal, Firefly Consulting, explains the multiple uses of a customer journey map. Alexander Edwards, president,... [more]
Alexander Edwards, President, Strategic Vision, explains how to use voice of the customer to predict purchasing behavior and the importance of... [more]
Lisa Custer, Firefly Consulting, discusses how to create a customer journey map, how it becomes more than a robust voice of the customer tool, and... [more]
Terry Jones, founder of Travelocity, discusses the importance of voice of customer in building quality into the service.
Katie Castree, senior performance improvement specialist, Hospital Sisters Health System, explains an effective data collection tool that gathers... [more]
Voice of the customer, or V-O-C, is the ongoing collection of customer needs and expectations-both spoken and unspoken. Learn about the importance of... [more]
Voice of the customer, or V-O-C, is the ongoing collection of customer needs and expectations-both spoken and unspoken. Knowing how to collect this... [more]
