How the San Diego Zoo Captures Voice of the Customer

Jeff Foster, Director of Process Improvement at the San Diego Zoo, shares his thoughts on how they balance internal and external customer voices.

“Internally we have two camps here you have the guest facing camp and the animal facing camp. Half the people in the organization have guest facing roles in some way, shape or form, and the other half have animal facing roles which isn’t guest facing. Internally, the voice of customer has to be a balance. A blend if you will, an intersection of those circles. That’s the voice of customer internally, and how we have to react to. “

Listen to the 30-min podcast interview here: