LEAN SIX SIGMA WORLD CONFERENCE

Impactful Voice of the Customer Process For a Compelling Business Case

Presenter: John Goodman, Vice Chairman, Customer Care Measurement & Consulting, Alexandria, VA, USA

Keywords:Business Case, Voice of the Customer, Customer Experience

Industry: Service

Level: Intermediate

ABSTRACT

Quality executives are dependent upon Voice of the Customer processes to assist in setting priorities and create business cases for investment. CCMC has just completed a new benchmarking study of over 100 corporations which found that those VOC systems that are most impactful are jointly run by customer experience (CX), Quality and Customer Insights. This presentation will outline eight factors leading to an impactful VOC process and illustrate how to build a business case that focuses not just on cost savings but also on revenue and margin enhancement as well as opportunities to foster positive word of mouth (WOM). Goodman will illustrate the best organizational models that unite quality with CX and Insights, providing examples from Aflac, Chick-fil-A, Moen, TE Connectivity and Mazda. The audience will be involved via three short practical exercises that will leave them with a starting place when they return home.