Amplifying the voice of the customer

摘要

Any reference to service quality, product excellence, efficiency, reliability, dependable delivery and so on cannot take place without explicit reference to the customer. If the customer is to be truly at the heart of our organisation, it follows that we must talk to them about their needs and expectations so we can meet them. It's not about the provider organisation designing products and services and pushing them at the customer, but rather genuinely listening with attention to what they have to say and responding in a systematic manner.