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Voice Of The Customer

Voice Of The Customer. Problem Statement. How can we better serve the membership of ISM-NEW? How can we promote ISM-NEW? How can we determine the voice of the customer of ISM-NEW?. Process. Collect voice of the customer Surveys, questionnaires, etc. Brainstorm, affinity diagram

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Voice Of The Customer

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  1. Voice Of The Customer

  2. Problem Statement • How can we better serve the membership of ISM-NEW? • How can we promote ISM-NEW? • How can we determine the voice of the customer of ISM-NEW?

  3. Process • Collect voice of the customer • Surveys, questionnaires, etc. • Brainstorm, affinity diagram • Determine type of customer • Lifetime • Perspective • Win-back • Vulnerable • Translate VOC into Kano model for priority • Develop action plan for highest priorities

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