Voices into Choices: Acting on the Voice of the Customer
by Christina H. Brodie, Gary Burchill
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Book Summary Information
Author: Christina H. Brodie, Gary BurchillEdition: Hardcover
Audio: English (Unknown); English (Published)
Published: 1997-07-01
ISBN: 1884731139
Number of pages: 448
Publisher: Joiner Assoc
Book Reviews of Voices into Choices: Acting on the Voice of the Customer
Book Review: Excellent Reference
Summary: 5 Stars
I have used the Voice of the Customer and Concept Engineering processes for the past 7 years at both large and small companies and have continued to relly on this book. The process can be well adapted based on the scope of the project. The book is very cleary laid out and is an excellent reference. It is packed full of helpful tips and information. I recommend it to anyone wanting to proactively listen to their customers.
Summary of Voices into Choices: Acting on the Voice of the Customer
A groundbreaking how-to resource that addresses the gap between having your customers' voices, and being able to translate their voices into tangible results. Readers will learn how to engage in a process of getting to know their customers and learning their point of view so they can responsibly take action based on their customers' preferences, align the organization around the new insight they have acquired, gain buy-in for the resulting initiatives, and make the outcome of the initiative more successful. Voices into Choices captures the right balance between being a step-by-step method and offering the theoretical framework to understanding and using customer voices.Sustainable Development Books
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