Chris Stiehl
Author of: "Pain Killer Marketing"
Chris Stiehl is currently a consultant for companies like Palm, Cisco, LifeScan (Johnson & Johnson) and other “high tech” companies. Stiehl worked in product design, competitive intelligence and market research for Cadillac Motor Car Division of GM, including participating on their winning Malcolm Baldrige National Quality Award team. He also worked on product design and job design for Polaroid Corporation.
"Like many others, measuring the impact of our channel programs was proving to be a difficult task. By focusing on the Voice of the Customer process, we were able to take a systematic and proven approach to truly understanding our customer’s needs. This enabled us to identify key initiatives and to implement measurable success criteria aligned with what would improve the effectiveness of our programs and the satisfaction of our customers."
- Rodney Toy
Senior Director, Sales Development
Palm, Inc.
"You might think a water utility's customer needs would be obvious. Yes and no. We learned a lot by clearly identifying customer needs, prioritizing them from the customer’s perspective, setting internal measures and checking back on our performance. The Voice of the Customer and House of Quality gave us a solid foundation on which to build and improve our customer service."
- Pete Nelson
CEO, California Water Service Company
Related Books
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Pain Killer Marketing
This book concerns HOW to listen to the customer and what to do with the data once you have it. Many companies collect data from customers, but don't know what to do with the data that they have. This book describes a process for not only collecting "Pain of the Customer"
Our Price: $24.95 Format: Hardcover ISBN-13: 9780832950162 Pub. Date: 2008-04-01 Pages: 144
