Ed and Alan have always discussed the importance of listening to the “Voice of the Customer” whether through surveys, focus groups, etc. However, effectively using that customer “voice” information takes more than just conducting the survey or gathering the data. Ed and Alan discuss how to develop strategic approach for using customer “voice” information to improve the service your organization delivers.

Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs. Learn more about Customer Service Solutions at www.cssamerica.com.

Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development. Learn more about The Jackson Group at www.thejacksongroup.com.