Culture, Foundation, Innovation and Improvements, Performance Management

Voice of Customers (VOC) vs. Voice of Non-Customers (VONC)

Many of us are familiar with the importance of Voice of Customer (VOC). Thanks to process improvement methods like Six Sigma that emphasise a lot on VOC. VOC helps in understanding what's important to customers. And helps in aligning services and process outcomes to those expectations. We should also pay attention to Voice of Non-Customers… Continue reading Voice of Customers (VOC) vs. Voice of Non-Customers (VONC)