Feels like the first company to study is Amazon. They are super customer focused and they have actual content out there you can find where they talk about it in detail and what it means.
In the early days of Amazon they kept an empty seat in meetings to represent “the voice of the customer”, that’s how hardcore they were about it.
In the early days of Amazon they kept an empty seat in meetings to represent “the voice of the customer”, that’s how hardcore they were about it.