Voice of the Customer

All businesses, no matter their product or service, exist by virtue of satisfied customers.  In best and desired circumstances, those customers represent a base that sustains and grows. But it doesn’t happen by magic.  Business must satisfy customer expectations by delivery on needs and wants.  Complicating matters, there is a savvy customer class:  The Internet has enabled the ready review of, and reportage on, products and services; the delivery of surveys to e-mail recipients; discussion forums highlighting the good and the bad...

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