http://www.fastforwardblog.com/2009/03/11/empowering-the-voice-of-the-customer/ Fri, 28 Oct 2011 01:28:22 -0500 http://wordpress.org/?v=2.8.4 hourly 1 http://www.fastforwardblog.com/2009/03/11/empowering-the-voice-of-the-customer/comment-page-1/#comment-263724 Mark Noneman Wed, 30 Dec 2009 20:53:06 +0000 http://www.fastforwardblog.com/?p=2252#comment-263724 Interesting ideas about "hearing" the voice of the customer. We have used all sorts of sources of customer feedback in traditional, strucutred Voice of the Customer analysis (KJ diagrams, requirements developement, QFD, etc.). Since a search query is a kind of question the customer (and potential customer) is asking, I can see using search queries (espeically more natural language-like queries) as a source for KJ analysis. Search queries combined with other sources of customer feedback (interview, survey, transaction comments) could provide a richer view of the customer experience and needs. Interesting ideas about “hearing” the voice of the customer. We have used all sorts of sources of customer feedback in traditional, strucutred Voice of the Customer analysis (KJ diagrams, requirements developement, QFD, etc.).
Since a search query is a kind of question the customer (and potential customer) is asking, I can see using search queries (espeically more natural language-like queries) as a source for KJ analysis. Search queries combined with other sources of customer feedback (interview, survey, transaction comments) could provide a richer view of the customer experience and needs.

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