I Can’t Hear What You’re Seeing
By John Evelyn | March 19, 2010 | Blind Spots,Capability,Competition,Customer Experience,Customer Service,Diagnosis,Fit for purpose,Tailoring
For many years, the term Voice of the Customer has been a source of incalculable confusion and a hazardous source of misdirection. The reality of dealing with a cacophony of voices that can often come from the many interfaces and service points is daunting for some. Discerning the signal from the noise fosters subjective simplification and can and too often yield risky and sometimes shallow insights carried forward into our delivery of services.
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