Tag Archives: Voice of the Customer

7 Reasons Why Most Organizations Don’t Know Their Customers

It’s difficult to say when and where the concept of “business” was borne. It’s often attributed to ancient Roman law and to British law in the early 1500′s. The Dutch East India Company, established in 1602 in modern-day Jakarta, is often viewed … More ►

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Dear Chase Mortgage: Voice of the (Unhappy) Customer

Wednesday’s post featured a local business that I applaud for their Lean efforts. Great customer service, Lean layout, efficient processes, the whole nine yards. Today’s post features an organization as far on the opposite end of the spectrum as I’ve … More ►

Posted in Management, Operations, Voice of the Customer | Tagged , | Leave a comment