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

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