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Utilizing the "voice of the customer" to enhance business success

Date of publication: February 1, 2004

Catalogue: ESOMAR Conference 2004: Technovate 2

Author: Bob Ricci

Abstract:

Air Products and Chemicals is a large, global manufacturer serving a range of markets from industrial manufacturers, petrochemical and semiconductor production through healthcare providers. This paper addresses the company's efforts to collect and understand the "voice of the customer" to drive improvement. Through a number of transformational initiatives the company has developed a global approach to measure and understand customer satisfaction and loyalty.

Bob Ricci

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Ricci, B. (2004a, February 01). Utilizing the "voice of the customer" to enhance business success. ANA - ESOMAR. Retrieved July 03, 2025, from


https://ana.esomar.org/documents/high-tech-to-enhance-high-touch