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
Organizations often get customer data from surveys. But according to Quality Progress author Derek Purdy, in the arms race for big data, survey mania... [more]
Tags: big data data data overload marketing research surveys
