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Quality Function Deployment (QFD)

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Predicting Future Behavior Member Only Content

Predicting Future Behavior

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

Customer Journey Maps: Tool and Example Member Only Content

Customer Journey Maps: Tool and Example

Lisa Custer, Firefly Consulting, discusses how to create a customer journey map, how it becomes more... [more]

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... [more]