Microfluidics introduces "Voice of the Customer" program

Jan 6 2010

"Formalizing our Voice of the Customer program is a natural extension of our commitment to building a customer-centric focus at the core of the company," said Michael C. Ferrara, Chief Executive Officer of Microfluidics. "The goal is to strengthen internal understanding of customer requirements and to foster a solid working relationship between both parties. So far the program's reception has been outstanding."

Every year, Microfluidics hosts more than 100 customers from around the world to its corporate headquarters and innovative Technology Center outside Boston, Mass. Each visitor is invited to present their company's business model and research strategies to a broad cross-section of Microfluidics employees, from marketing to engineering to customer service.

"We are always challenging ourselves to think like a customer, whether it's designing new product features or enhancing our operations, which is why we implemented this open forum," said Tom Speed, Customer Service Manager at Microfluidics. "Interactive Voice of the Customer sessions provides customers with the opportunity to educate us on how our products and service decisions impact their corporate objectives. And on a personal level, it puts a face on customers many of us don't have an opportunity to see on a regular basis."