Feb
09

Voice of Customer–Language Matters

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Language matters to identify who "the customers" really are and uncover what they want. You’ve had years of math training, probably none in linguistics. This clip shows how simple it can be to close the gap in asking the right questions of the right customers and getting clear answers you can act on. For more information contact, International Management Technologies

 
Robin Lawton has been a long time favorite of mine. His book, Creating a Customer-Centered Culture: Leadership in Quality, Innovation, and Speed offers some valuable insights event though it was written 20-years ago. I still use it on a regular basis and find it valuable in assisting people to more service centered thinking. Rob is a guest on an upcoming Business901 podcast
 
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