Voices into Choices: Acting on the Voice of the Customer - Hardcover

Brodie, Christina H.; Burchill, Gary

Hardcover

ISBN 10: 1884731139 ISBN 13: 9781884731136

Publisher: Joiner Assoc, 1997

Synopsis

A groundbreaking how-to resource that addresses the gap between having your customers' voices, and being able to translate their voices into tangible results. Readers will learn how to engage in a process of getting to know their customers and learning their point of view so they can responsibly take action based on their customers' preferences, align the organization around the new insight they have acquired, gain buy-in for the resulting initiatives, and make the outcome of the initiative more successful. Voices into Choices captures the right balance between being a step-by-step method and offering the theoretical framework to understanding and using customer voices.

About this title

From the Publisher:

Voices into Choices was written and published through a collaboration between Joiner Associates Incorporated and the Center for Quality of Management (CQM). The book is an outgrowth of CQM working with its member organizations to help them become more customer focused in their decision making process. Throughout the development of Voices into Choices, we worked with these members to refine the process, by having them use and test our writing with their actual projects. We also involved numerous customers from both organizations in a review process.

From the Back Cover:

Voices into Choices will help you make sound, confident decisions that fulfill your customers' needs. "This book is an exceptionally comprehensive, step-by-step guide to incorporating the Voice of the Customer into the decision-making process of designing products or services. We have used the FOCUS process to guide the design of a consolidated and integrated pharmacy service across our six hospitals and associated ambulatory sites." Jack Cook, President and CEO, Health Alliance of Greater Cincinnati "Voices into Choices distills and integrates a profound understanding of the best tools and methods for conducting Voice of the Customer inquiries and describes step-by-step process and practical guidelines for taking action and getting useful results. Richly illustrated with actual case studies, this text will surely become a useful and widely used handbook by practitioners committed to improving their organizations' performance." Ray Stata, Chairman, Analog Devices, Inc. "As the saying goes, 'The customer is always right,' and businesses that are in tune with their customers have reaped the benefits. Voices into Choices: Acting on the Voice of the Customer outlines the innovative five-step FOCUS process for using customer feedback to effect positive change within an organization. Replete with case studies showing the FOCUS process in action, Voices into Choices is a helpful guide to businessor governments, for that matteras they make the informed decisions necessary to stay competitive." William F. Weld.

About this edition

• Publisher: Joiner Assoc
• Publication date: 1997
• ISBN 10: 1884731139
• ISBN 13: 9781884731136
• Binding: Hardcover
• Edition number: 1
• Number of pages: 448