Terry Jones, founder of Travelocity, discusses the importance of voice of customer in building quality into the service.
Have a few smiles or laughs with acronyms and unusual terms that have made their way into the quality community's vernacular.
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]
ASQ member John Goodman, who specializes in customer care experience and research, discusses a concept he calls "Psychic Pizza," which means... [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]
