The Voice of the Customer is getting louder - are you listening?
For years, process professionals have been talking about the importance of customer-centric process design. The trouble is that it's one thing to be focused on improving customer satisfaction and it's another to actually do it well. Here's why companies need to better listen to and translate customer feedback to drive process improvement activities. Video debuted this week at PEX Week Orlando January 2013. Based on survey conducted in October 2012 of 800+ process professionals.
If you like the video, you might be interested in downloading the full results of the survey Transforming Customer Feedback into Opportunity.