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May 21, 2014

Listening to the Voice of the Customer

What are your customers saying? To find out, some companies are employing Voice of the Customer research and JMP software, according to an article in Quality Digest.

Voice of the Customer (VOC) research is for finding out what attracts customers to a company and drives them away from its competitors. It involves asking the right questions to the right people in the right way, says Rob Reul, Managing Director of Isometric Solutions in Minneapolis, Minnesota, and a practicing Six Sigma Black Belt since 1986.

After collecting the right information, you have to visualize data and uncover patterns – and that’s where JMP software comes in.

In the Quality Digest article, Reul explains how he conducted VOC research for a large office supply company that wanted to increase its market share. He used JMP to analyze more than 2 million customer records and to discern key relationships in survey data. It’s a fascinating case study about the value of customer loyalty.

If you’re going to ASQ’s Lean Six Sigma Conference in Phoenix, Arizona, in February, you can hear Reul speak. He’ll be presenting a session titled “Using Six Sigma to Trade Performance for Profit” on Tuesday, Feb. 12, 9:15 – 10:15 a.m., Concurrent Session E4. Check out the full conference program here.

JMP representatives will be at the conference, too. Look for our Six Sigma specialist Leo Wright, who recently posted about using JMP to improve success in fly fishing.