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

  • Broadcast in Business
Steven C Wilson

Steven C Wilson


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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,