Statistically Significant Nonsense
Posted on Mar 23 in Issues in Customer Research, VoC by robert gerst
If you don’t believe it, why are you using it?
Almost all customer survey research, probably the research you are using now, assumes that what is important to people can be determined by the formula for standard error – significance testing. Read More
The Move to Voice of the Customer
Posted on Dec 30 in Featured, Issues in Customer Research, VoC News & Issues by robert gerstIncreasing numbers of organizations are abandoning traditional customer survey research in favour of Voice of the Customer (VoC). Moves by Toyota, Ford, Hewlett-Packard and Toshiba to VoC has driven some of this trend, but there are other interesting factors at work as well.
VoC: Answering Questions Important to Business
Posted on Dec 29 in Featured, Issues in Customer Research, VoC, VoC News & Issues by robert gerstVoice of the Customer (VoC) was developed by Yoji Akao in conjunction with Quality Function Deployment (QFD) – a product and service design methodology. The intent was to embed concrete and clearly specified customer requirements directly into the design specifications of new products – VoC was to identify customer requirements; QFD was to connect them with design specifications. The strategy changed the face of customer research. Read More
VoC: Supporting the Customer Driven Organization
Posted on Dec 28 in Featured, Issues in Customer Research, VoC News & Issues by robert gerstInterested in customer research that actually makes a difference? Voice of the Customer (VoC) is a research methodology designed to support customer driven change — where hard evidence is used to drive improvement. Read More
