Culture, Foundation, Innovation and Improvements, Performance Management

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

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