Freedom Within a Framework

Introduction

We all have been there. The frustrating feeling of not being understood. It can test our patience, wreck our relationships, and for a company, it could mean losing customers. This book is about how to listen to the customer’s voice, not just those in the customer service department but everybody, right down to the factory floor. When a business can align its people to know and understand what their buyers are saying, then that company becomes like a collimated laser beam, quickly addressing the problems, delivering products (or services) that not only satisfy the customers but wows them.

Customers ask something about our product and many times it may sound easy and straightforward just to know later that it is not what the customer ...