Jeff Foster is Director of Performance Improvement at San Diego Zoo Global. He blends Process Improvement, Business Transformation, and Operations Excellence within non traditional industries - as in his current role.
On the podcast, he talks to Seth Adler about customers, Iguanas, and really listening to the voice of customer to check your strategy is connected to their needs.
Oh, and here's the live penguin cam, because everyone loves penguins.
'The most important customer for us is the animals... You don't make decisions about your product, you make decisions about your customers. Your product is the output of those decsions. The product is the experience for the guest-facing customers. For the animal-facing customers there is welfare and healthcare and a variety of other things that are important to us to maintain. Our voice of customer from the animals is their ability to thrive.'