Customer-Centered Culture & VOC eBook


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Robin Lawton has been a long time favorite of mine. His book, Creating a Customer-Centered Culture: Leadership in Quality, Innovation, and Speed offers some valuable insights even though it was written 20-years ago. I still use it on a regular basis and find it valuable in assisting people to more service centered thinking. The podcast with Rob, Let’s Talk Voice of Customer is an excellent resource for both sales and marketers and quality professionals. Below is a transcription of the podcast.

Rob will be presenting at the ASQ World Conference, May 6-8, 2013 in Indianapolis, IN.

For over 25 years, clients that have applied Rob’s paradigm-busting system have wowed their customers, risen to best-in-class, made dramatic improvements in business growth, saved millions of dollars and strengthened their leadership practices. For more information contact, International Management Technologies.

Republished with author's permission from original post.

Joseph Dager
Business901 is a firm specializing in bringing the continuous improvement process to the sales and marketing arena. He has authored the books the Lean Marketing House, Marketing with A3 and Marketing with PDCA. The Business901 Blog and Podcast includes many leading edge thinkers and has been featured numerous times for its contributions to the Bloomberg's Business Week Exchange.


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