Understand the Voice of the Customer

1.1   Freedom within a Framework

You are embarking on a journey of discovery. This event will lead to a greater understanding of the voice of your customer. We will take this voyage of exploration using a supporting mechanism, a framework that will be a roadmap of your business’ success. But first you need to accept the idea of going slow to go fast. Let me repeat that, you need to go slow to go fast! Sounds contradictory? Let me expand on it.

Study the chart in Figure 1.1 and note its complexity. Now look at the second flowchart (Figure 1.2). At first glance, which flowchart seems more complicated, the first or the second one?

FIGURE 1.1The first flowchart.

FIGURE 1.2The second flowchart. ...

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