CXS | Voice of YOUR Customer: Tools for Business Success

Arvest Bank , The Kansas City Better Business Bureau, and Kent Business Solutions Presents: Voice of YOUR Customer: Tools for Business Success

When you consistently capture and fulfill your customers’ needs/preferences, the results can be phenomenal! Companies with Voice of the Customer (VOC)* programs outperform all others in a plethora of metrics including: up-sell revenue, return on marketing investments, customer referrals and annual company revenue. (Source:  Aberdeen Group, March 2014).
Learn how your business can leverage the power of VOC techniques for customer experience, service/product development, or other business objectives by harnessing simple tools you can use immediately!   

Kathy Toney is President and Founder of Kent Business Solutions, a strategy consultancy that helps businesses find the hidden money in their organizations. She is a certified Six Sigma Black Belt and Lean Professional with 20+ years of Fortune 100 corporate experience, primarily in the areas of Voice of the Customer (VOC)*, Business Process Improvement (BPI), market research, and project management.

Kathy is also a self-proclaimed Voice of the Customer Evangelist. She is passionate about teaching companies the best way to communicate with customers to improve engagement, increase profitability and guide them towards that end.

*Voice of the Customer (VOC) is an in-depth process that is used to gather customer requirements and feedback in order to provide customers with best-in-class services and/or products.