Customer Satisfaction Building
Capturing to the Voice of the Customer
Leading companies compete by being “first to market” with cutting-edge products and services. They continually review, improve and make their products so extraordinary that they become the ultimate value choice.
Voice of the Customer
Companies that sustain this leading-edge performance must maintain a deep, intimate understanding of customer needs — the “Voice of the Customer.”
Orlean Technical Solutions uses proven Voice of the Customer methodologies and tools to focus on customer perspectives. Working with companies and teams, we:
- Conduct effective, in-depth customer interviews
- Capture and convert customer insights into usable knowledge
- Diagnose and prioritize underlying messages
- Transform what you learn into actionable next steps
FOCUS on results
FOCUS is a five-step continuum. It keeps business decisions focused on customer-driven preferences, not personal or organizational bias, instinct or technical expertise.
FOCUS Process
- Frame the project, its boundaries and execution plans
- Organize resources to execute the plan
- Collect customer data from the right mix of customers
- Understand the information collected, and analyze it to gain insights
- Select the issues to address and create specific paths forward
FOCUS can be applied to a range of challenges, typically to:
- Clarify a suspected problem or weakness
- Define an opportunity
- Understand a complex or strategic issue