Yesterday’s second annual Voice of the Customer retreat in Bolton was a nice affair, at the classy International country club in Bolton, just outside Boston. One of the most memorable quotes was from Marlene Bessette, VP for Strategy and Customer Loyalty at Xerox. “Culture eats strategy for lunch every time.” So true.

During the open mike session, I asked if anyone had success creating a common company-wide vocabulary regarding Voice of the Customer - even something as basic as who the most ‘important’ customer was. The answer was ‘no’ from all but the smallest (or single product) companies. Shows how long a way we have to go before we truly start embedding the Voice of the Customer into everything we do.

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