What’s on the customer’s mind?
A second important use of listening to the customer’s voice is in learning what is on the customer’s mind. The analyses start with the major categories of information important to the business, such as:
- Person
- Product
- Process
- Price
- Promotion
- Company
- Place
The ranking of these subjects tells management what the customer is especially sensitive to. And the analytical graphs that are produced make it crystal clear as to what topics the customer values. In addition, the manager can see at a glance where the trouble areas are.
The ability to listen to the voice of the customer and to visualize it greatly increases the ability of management to focus on what the customer desires.
Another value in listening to the voice of the customer and visualizing results is the ability to mark progress over time. The organization can visualize the voice of the customer at some point in time, point...
