Understanding The Voice of The Customer

Understanding The Voice of The Customer- image - 2

About this Podcast Episode

Direct, indirect, internal, external, regulatory, people who think they’re customers because they have authority, and ironically, customers who don’t even know that they’re customers. Identifying the true customer(s) of a process from amongst an array of possibilities is key to the effective use of this tool for uncovering improvement opportunities.

Join PMI Director Consultant Sean Buckland as he explores this challenge and shares fascinating examples of using Voice of the Customer to reveal what a customer truly values, even when they may not know it themselves. Don’t miss his explanation of the difference between satisfaction and value, and his radical advice for what to do when you can’t identify the customer of a process.

Watch the Vodcast

Join Susannah and Sean in the studio as they discuss Understanding the Voice of The Customer. You’ll hear about:

  • The challenge of identifying the customer
  • The difference between satisfaction and the voice of the customer
  • Methods of gathering customer feedback
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