Quality Function Deployment (QFD)
Using Surveys to Predict Customer Loyalty
Alexander Edwards, president, Strategic Vision, explains that surveys can help predict future behavior.... [more]
Customer Journey Maps
Lisa Custer, principal, Firefly Consulting, suggests using a customer journey map in order to use your... [more]
Voice of the Customer: Connecting Through Emotion and Quality
In this episode, Lisa Custer, principal, Firefly Consulting, explains the multiple uses of a customer... [more]
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
Lisa Custer, Firefly Consulting, discusses how to create a customer journey map, how it becomes more... [more]
The Voice of the Customer
This episode discusses converting the voice of the customer (VOC) into... [more]