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:


Free Webinar
01 oct 15:00 UK TIME
  • Join Marie-Clare Pedersen as she talks about how you can use process mapping to:
  • Engage your team
  • Develop consensus on the best known way
  • Support people to do their best work
this week

building great working relationships

Free Webinar
08 oct 15:00 UK TIME
  • Join Warren Knight as he talks about the importance of building supportive relationships in the workplace, sharing his top tips for:
  • Understanding the value in the relationship
  • Initiating the relationship
  • Building and strengthening the relationship

Learning to see

Free Webinar
15 oct 15:00 UK TIME
  • Back by popular demand, join Damion Albinson as he talks about key tools for understanding the performance of your processes:
  • Visual Management
  • Process Confirmation
  • Their use both on-site and in the virtual environment

Boom! Managing uneven demand

Free Webinar
22 oct 15:00 UK TIME
  • Join Barry Byrne as he talks about managing supply to your customers during the ups and downs of demand through:
  • Effective operations
  • Efficient use of resources
  • Sufficient capacity

what you see is all there is

Free Webinar
29 oct 15:00 UK TIME
  • Join Sean Buckland as he talks about improving our Lean Six Sigma interventions, covering:
  • Why do we need LSS projects in the first place?
  • Why can’t people see the waste all around them?
  • Why LSS training alone is not enough to be effective with LSS

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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