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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 information and use it effectively can make or break your organization, and can also make a huge difference in how you serve your customers.
VOC
webcast
Listening to All Customer Voices
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QFD
blueprints for building a house of quality
Glenn Mazur

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