To transform its culture into one that focuses on the customer, Air Products and Chemicals, a US manufacturer and supplier of industrial gases, chemicals and services, implemented an ongoing customer loyalty process. The company conducted benchmarking activities which identified that a systematic process to capture and understand the voice of the customer (VOC) was a critical requirement. A 10 member cross-functional project team was appointed to develop a customer listening process to meet the ...

BPIR Categories

1.1.3 Design customer surveys
1.1.7 Review customer listening & learning methods

Unlock this article and 10,000+ more

To get the most out of our extensive resources, please login or become a member below.