S1E03: Unpacking VOC in Manufacturing: Customer Outsights w/ Dave Loomis

Episode Summary:

In this insightful episode, we engage with marketing expert Dave Loomis in a deep dive into his new customer feedback framework called "Customer Outsights". We talk about the importance and implementation of Voice of Customer (VOC) research, overcoming common industry challenges, and a new perspective on customer insights.

Key Topics Discussed:

1. Understanding Voice of Customer (VOC): Dave Loomis explains the concept of VOC and its significance beyond traditional customer satisfaction metrics.
2. Challenges in Customer Research: Discussion on why sales teams may not be the best fit for conducting effective VOC research.
3. Introducing the 'Customer Outsights' Framework: CDave Loomis introduces a new approach to understanding customer needs and perspectives.
4. Modern Customer Expectations: Exploration of the evolving landscape of customer expectations and how businesses can adapt.
5. Practical Tips for Implementing VOC: Strategies for companies of all sizes to start integrating VOC into their operations.

Notable Quotes:

• "Voice of Customer is any kind of purposeful conversation with a customer that has an objective that is at least partially open-ended." - Dave Loomis
• "Sales teams are hardwired to sell... that skill set is not the same as sitting in front of a customer and asking open-ended questions about unmet needs." - Dave Loomis
• "The moment that someone provides customers with the experience that they were expecting, they're going to stop settling with you." - Selim Maalouf

Dave Loomis

President @ Loomis Marketing

A deep expert in VOC with well over 10,000 hours of customer interviews under his belt. Dave talks about what VOC customer work really is, how to do it right, and how to put what he calls "customer outsights" to work in a way that will benefit both you and your customers.