Prompt:
Review assigned reading, Section 3.1 Voice of the Customer.
website: https://www.nist.gov/baldrige/baldrige-criteria-commentary#customers
Please discuss the following:
• In a rapidly changing technological, competitive, economic, and social environment, many factors may affect customer expectations and loyalty, including value perception and how often and the method used by organizations to interface with customers within the marketplace. Many organizations claim that they are customer-driven, or customer-focused. How do organizations know really who their customer is, what his/her needs are, and where she/he comes from, and if she/he a new or repeat customer (Is this important to know)? Does it cost more money and effort to catch a new customer or retain a current customer?
• How does an organization get customers involved in providing feedback for the future development of a product or is this even possible? Are there companies out there that do this on a regular basis and are they successful?