Acquiring, Processing and Deploying Voice of the Customer

Acquiring, Processing and Deploying Voice of the Customer


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Acquiring, Processing and Deploying Voice of the Customer by L. Larry Shillito, M. Larry Shillito

Do you want a better understanding of who your customers are? Do you w ant to learn how to acquire the customer voice? The next decade will b e the decade of the customer. Meeting their wants, needs, and desires better than anyone else will be paramount to your organization's succe ss. Acquiring, Processing, and Deploying Voice of the Customer gives y ou the tools you need to develop a Voice of the Customer (VOC) plan fr om beginning to end. Shillito describes the delicate customer-company balance. He covers the various components types of VOC such as voice o f the company, voice of the designer/engineer, and voice of marketing that must be integrated through the use of an interdisciplinary team t o achieve a sustainable competitive advantage for the enterprise. The author not only discusses VOC but also includes a hybrid model - Custo mer Oriented Product Concepting (COPC) - for deploying VOC into a prod uct or service design that balances the needs of the customer with the needs of the enterprise.

Product Details

ISBN-13: 9781574442908
Publisher: Taylor & Francis
Publication date: 09/25/2000
Pages: 296
Product dimensions: 6.25(w) x 9.25(h) x 0.90(d)

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