Using Word Formulas to uncover, translate, measure & deliver what customers want

Language is inherently ambiguous. The challenge in capturing the voice of the customer (VOC) is to eliminate confusion about who the customers really are and understand what they want in a way we can predictably deliver satisfaction and excitement. The author describes how simple word formulas offer math-like precision. by Robin Lawton, President of International Management Technologies, Inc.www.imtC3.com