The short answer is: Get more stakeholders to buy into the idea that listening to the Voice of the Customer is the right thing to do, and is the most important. If anything, it should be slightly above VOB (Voice of the Business). Good luck!

Tracy O'Rourke

Tracy is a Managing Partner & Executive Advisor at For almost 20 years, she's helped leading organizations like Washington State, Cisco and GE build problem-solving muscles with Lean Six Sigma to achieve their goals.