Voice of the Customer in a Widget-Free World

Voice of the Customer in a Widget-Free World

Tony Belilovskiy | PDMA Inspire Innovation Conference • September 18, 2023

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Misunderstanding customer satisfaction, customer feedback and excellent service is costly. Just ask the firm that lost a $400 billion contract that referenced this session as a solution to understanding, measuring, and satisfying customers, who are using our products. Using case studies from government, healthcare and recognizable national firms, Tony Belilovskiy illustrates how vital customer feedback can affect the growth potential possible by using the easy-to-understand but rigorous methodology described in this session. We discuss on real examples how we can turn customers perception (feeling) into a numerical, objective data that can be injected into the product design and used as a business case for innovation.

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