This episode Of the Quality Hub podcast is Part 2 of Customer Communication ISO 9001 Clause 8.2.1. Xavier Francis discusses with Bruce Newman and Kaitlin Wierzbach the importance of leadership in fostering effective customer communication. Bruce highlights the need for leaders to set clear expectations, allocate resources, and provide training to support communication while incorporating feedback into management reviews with actionable metrics. Kaitlin emphasizes using surveys and continuous monitoring to gather and analyze customer feedback, and both stress the significance of formalizing the feedback process and setting KPIs. They agree on the need for consistent feedback collection and formalized data analysis to drive continuous improvement and meet ISO standards. They conclude with advice to make the process easy and use all customer communication to enhance internal practices.
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