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    Videos with keyword "voice of the customer"

    • Using Surveys to Predict Customer Loyalty

      Using Surveys to Predict Customer Loyalty

      Alexander Edwards, president, Strategic Vision, explains that surveys can help predict future behavior. But, you need to make sure your survey is in... [more]

      Tags: Alexander Edwards customer surveys purchasing behavior quality voice of the customer

    • Customer Journey Maps

      Customer Journey Maps

      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]

      Tags: customer journey map Lisa Custer quality strategy voice of the customer

    • Voice of the Customer: Connecting Through Emotion and Quality

      Voice of the Customer: Connecting Through Emotion and Quality

      In this episode, Lisa Custer, principal, Firefly Consulting, explains the multiple uses of a customer journey map. Alexander Edwards, president,... [more]

      Tags: continuous improvement customer experience customer journey maps customer loyalty focus groups interviews QFD quality function deployment surveys voice of the customer

    • Predicting Future Behavior

      Predicting Future Behavior

      Alexander Edwards, President, Strategic Vision, explains how to use voice of the customer to predict purchasing behavior and the importance of... [more]

      Tags: Alexander Edwards Edwards scale Strategic Vision voice of the customer

    • Customer Journey Maps: Tool and Example

      Customer Journey Maps: Tool and Example

      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]

      Tags: customer journey map Firefly Consulting Lisa Custer process mapping voice of the customer

    • Terry Jones, Founding CEO, Travelocity: Voice of the Customer Leads to Quality and Revenue

      Terry Jones, Founding CEO, Travelocity: Voice of the Customer Leads to Quality and Revenue

      Terry Jones, founder of Travelocity, discusses the importance of voice of customer in building quality into the service.

      Tags: Kayak quality Terry Jones Travelocity VOC voice of the customer Wayfarer

    • Data Collection and the Voice of Your Customer

      Data Collection and the Voice of Your Customer

      Katie Castree, senior performance improvement specialist, Hospital Sisters Health System, explains an effective data collection tool that gathers... [more]

      Tags: data collection Healthcare Katie Castree patients Sisters Hospital voice of the customer

    • Story 1: Voice of the Customer: Open, accessible, organized

      Story 1: Voice of the Customer: Open, accessible, organized

      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]

      Tags: VOC voice of the customer

    • Episode 17: Voice of the Customer

      Episode 17: Voice of the Customer

      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]

      Tags: customer complaint house of quality QFD quality function deployment VOC voice of the customer

     
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    With members and customers in over 130 countries, ASQ brings together the people, ideas and tools that make our world work better.

    ASQ celebrates the unique perspectives of our community of members, staff and those served by our society. Collectively, we are the voice of quality, and we increase the use and impact of quality in response to the diverse needs in the world.

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