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Improving Through the Voice of the Customer: a recording of our webinar

Do you collect Voice of the Customer (VoC) feedback? And do you apply that Voice of the Customer data to improve your customer experience? Companies that improve their processes through the Voice of the Customer insights they gain retain 55% more of their client base, according to a recent survey. 

In this 45 minute webinar, Damion explains how improving through the Voice of the Customer gives you the competitive edge. 

Acting on the Opportunities and Improving Through the Voice of the Customer

Attracting and retaining customers is key to thriving in today’s competitive environment – and this means that we need to tune in to the voice of our customers to recognise and act upon the opportunities for improvement.

Damion Albinson spoke about this business imperative: Improving Through the Voice of the Customer, covering:

• Listening to the Voice of the Customer
• Leveraging the Voice of the Customer for competitive advantage
• Recognising the opportunities for improvement

Questions about Improving Through the Voice of the Customer?

You can reach the Team at team@pmi.co.uk. Next time, why not ask your questions in real-time and join our next PMI Friday Webinar LIVE. You can register for our upcoming webinars:



Continuous Improvement for Hybrid Working



Free Interactive Webinar
28 Jan 15:00 UK TIME
  • Join Damion Albinson as he talks about mastering the art of remote facilitation for your improvement actions, tools, and projects:
  • Planning your virtual session
  • Technologies and how to create interactive sessions
  • Visual learning methods


Getting More Out the Door, Better - 5 Tips to Increase Productivity and Quality


Free Interactive Webinar
25 feb 15:00 UK TIME
  • Join Rich Seddon as he talks about how to delight customers whilst being contained by external factors:
  • Do more with less
  • Improve output and quality
  • Serve your customers more effectively
  • Stay focused on the things that matter
  • What to stop, start, continue


To Automate or Not To Automate - A Continuous Improvement Conundrum


Free Interactive Webinar
25 mar 15:00 UK TIME
  • Join Sean Buckland as he talks about the benefits vs. the costs of process automation, and knowing whether it's going to be worth the effort before you begin. He will cover:
  • Customer impact
  • The risks
  • Understanding the value automation adds



Transform Your Organisation - Incrementally



Free Interactive Webinar
29 apr 15:00 UK TIME
  • Join Warren Knight as he talks about deploying performance excellence department by department:
  • Plan the deployment
  • Accelerate your process performance
  • Support a culture of continuously driving out waste
  • Improve staff engagement by providing capability and empowerment to tackle problems themselves

More resources that might interest you

In this blog, Dennis Crommentuijn Marsh writes about achieving customer satisfaction by identifying and measuring the processes that are designed to meet their requirements.

Link Measures to the Voice of Your Customer.  Click here to read.

Construct a Work Balance Chart to investigate sources of overburden in a process and balance resources with customer demand.

Our Improvement Toolbox – Work Balance Chart. Click here to view.

Marie-Clare Pedersen speaks about how understanding your customer and stakeholder requirements can help you build a resilient organisation.

Customer and Stakeholder Requirements Webinar recording.  Click here to watch.

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