Mark’s note: Today’s guest post is by Rodrigo Bernal, with the first post on this site contributed from Mexico. Rodrigo uses a lunch outing to raise important questions about customer focus and the voice of the customer. If there is a quality problem, does that feedback get back to the source of the problem for root cause analysis and corrective action? If you’re asking customers for feedback, is it superficial or meaningful? Post By Rodrigo Bernal … Continue reading Are You Really Listening to Your Customer or Just Going Through the Motions?