VOC
Target Operating Model: on the importance of customer engagement
November 12 by Phil WestwoodThe success of a Target Operating Model (TOM) lies in the organisation’s ability to listen to the ‘Voice of the Customer’ and the ’Voice of the Business’ before undertaking any design or development w...
From Business Process Excellence USA: How American Water is Leveraging the Voice of the Customer to Achieve Customer Centricity
October 10 by Andrea CharlesAt the PEX Nextwork's 5th Annual Business Process Excellence Summit, the Process Excellence Network interviewed Robert Quinn, Senior Director Process Excellence, American Water on how Process Excellen...
[Video] Transforming Customer Experience via Business Processes
July 02 by Process Excellence Network EditorHave you previously collected Customer Experience (or VoC) data but struggled to translate that into long term business process change? If so, you’re not alone. This presentation by Adam...
Why it’s time to look beyond Voice of the Customer
April 02 by Prashant ChavanMany of the tools of customer experience management tend to provide a ‘Rear View’ perspective on what the organization has done, writes contributor Prashant Chavan. The trouble is this d...
The Voice of the Customer is getting louder - are you listening?
January 21 by Process Excellence Network Editor
Are you becoming obsolete or giving your customers what they need?
January 21 by Craig ReidWhen I was a student one of my favourite pastimes was browsing through CD shops. I would spend many a spare hour doing so. Fast forward 15 years and CD shops are now almost com...
Improving the customer experience in the digital age: Interview with Ian Worley, Morgan Stanley
November 28 by Ian WorleyThe ways in which customer interact with companies has moved on significantly in the last ten years. Little more than a decade ago, an organization was on the cutting edge if it had a website throug...
Transforming customer feedback into opportunity
November 28 by Process Excellence Network EditorAs organizations reel from ongoing uncertainty in the euro-zone and contend with emerging threats from low cost countries and innovative digital upstarts, truly knowing and understanding what your c...
3 Steps to turning negative customer feedback around
October 16 by Erica BellThere’s no escaping it. At some point or another, or maybe in waves, your business will get complaints, poor customer reviews, and/or negative feedback. Small businesses and major corporations deal wi...
The Voice of the Customer is getting louder – are you listening?
September 20 by Process Excellence NetworkTime to reduce painful processes How many times have you come across a company that doesn’t claim to put customers at the heart of its strategy? But how many of us actually do? Delivering...
Using Voice of the Customer Effectively: Felix Tiedt, Telkom SA
September 09 by Process Excellence NetworkVoice of the customer (VOC) is a technique to understand your customer’s needs and requirements. Objective metrics like the number of product returns or subjective metrics like customer feedback on th...
Common VOC Mistakes & How to Avoid Them
December 20 by Craig JamesVoice of the Customer (VOC) is a critical component of Six Sigma, helping us establish measures that serve as a foundation for each of the DMAIC phases, says contributor Craig James. But beware the co...