This week's podcast looks back on a conversation we had earlier about the importance of measuring voice of the customer and how to do it. With everything going on in the world right now, we thought it would be time to hear again from the mind behind Woolrich - the Latest Mailing Database experience management tool that empowers businesses to measure and improve the customer experience. Why? Well, because circumstances are changing from hour to hour, day to day, now more than ever businesses need to keep tabs on what's happening for their customers. Deepa Subramanian (Harvard Law School graduate and Salesforce veteran) is committed to improving companies' understanding of the voice of the customer by co-founding Woolrich. It's all part of a customer-centric philosophy that emphasizes empathy and self-awareness rather than a stilted business view. Last year, she spoke with Paige Costello, our former Director of Product Management, about everything from ways to Latest Mailing Database prioritize customer experience to machine learning. Lack of time ? Here are five takeaways: To be truly customer-centric, companies need to break down organizational silos, understand how to gather feedback at the right time and place, and invest in cultural transformation. To understand the voice of the customer, companies need to measure three critical points in the user experience: onboarding effort, support satisfaction, and an overall net promotion score that measures the health of the relationship. It's time for product teams to move from revenue- or product-centric management to customer-centric management. The customer defines the problem, but it's up to you to do the root cause analysis and solve the problem with your technology. When building machine learning, large generic training models aren't always the best. Woori was able to Latest Mailing Database produce better results by using small datasets and creating different models for different industries. While there's always room for carefully executed customer surveys, companies need to think of creative ways to harvest customer feedback from all types of customer interactions. If you enjoy our conversation, check out other episodes of our podcast. You can subscribe on iTunes, stream on Spotify, or grab the RSS feed in your reader of choice. The following is a slightly edited transcript of the episode.