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Case Study
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  • Open Access

Behind the Customer Experience

Publication:
Lean & Six Sigma Review
Date:
August 2020
Issue:
Volume 19 Issue 4
Pages:
pp. 10-15
Author(s):
Goodman, John

Abstract

Investing in Lean Six Sigma (LSS) practices can be difficult to justify to C-level executives, which means analyses of the customer experience (CX) and word of mouth (WOM) are crucial to selling LSS to executive stakeholders. CX analysis can show how few customer complaints make it back to the organization, and further, how much more money could be gained or saved by ensuring a positive CX from start to finish. WOM is another area that can help an organization gain many more customers or lose them, depending on how positive the CX is. Using these data points can help gain buy-in from executive stakeholders, which will allow more LSS projects to be funded.

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