{"podcast":{"title":"KaiNexus: Continuous Improvement, Leadership, and More","slug":"kainexus-continuous-improvement-leadership-and-more-4169","podcast_index_feed_id":4169,"rss_url":"https://anchor.fm/s/af4aa24/podcast/rss","website_url":"https://www.kainexus.com","image_url":"https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded_nologo/1738065/1738065-1668561570932-420f1d641459e.jpg","author":"KaiNexus","episode_count":487,"summary":"We deliver practical insights and real-world strategies for Lean, Six Sigma, and Operational Excellence. Through lessons from KaiNexus webinars and conversations with customers, improvement leaders, and team members, each episode explores what it takes to build a resilient culture of Continuous Improvement. Learn how organizations engage employees, strengthen problem-solving capability, and sustain meaningful operational results across industries. Whether you're new to CI or leading major transformation, this podcast offers tools and perspectives you can put to work immediately.","last_synced_at":"2026-06-19T08:21:03.872324+00:00","page_url":"https://stenobird.com/podcast/kainexus-continuous-improvement-leadership-and-more-4169"},"episode":{"title":"[Preview] Beyond Voice of Customer: Reading the Signals Customers Send Without Saying a Word","slug":"preview-beyond-voice-of-customer-reading-the-signals-customers-send-without-saying-a-word","published_at":"2026-06-15T14:32:30+00:00","page_url":"https://stenobird.com/podcast/kainexus-continuous-improvement-leadership-and-more-4169/preview-beyond-voice-of-customer-reading-the-signals-customers-send-without-saying-a-word","show_page_url":"https://stenobird.com/podcast/kainexus-continuous-improvement-leadership-and-more-4169","url":"https://podcasters.spotify.com/pod/show/kainexus/episodes/Preview-Beyond-Voice-of-Customer-Reading-the-Signals-Customers-Send-Without-Saying-a-Word-e3kqkap","audio_url":"https://anchor.fm/s/af4aa24/podcast/play/121507609/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-5-15%2F30c6a63c-49a8-a883-bbe9-ea60f34e9825.mp3","summary":"Voice of Customer has been a fixture in Lean and Six Sigma for decades, but the word "voice" carries a hidden assumption: that the customer has to do something -- answer a survey, write an email, lift a finger -- before you learn anything. Most of the time they don't, and you're left improving in the dark. In this preview of our next Continuous Improvement Webinar, host Mark Graban talks with Annette Behrensmeyer and Volker Probst, managing partners at Resonance Growth Partners, about a broader idea: customer signals. These include the unsolicited, behavior-based indicators customers send all the time without being asked -- and the operational data that often reveals more than a survey ever could. The conversation gets at a problem every CI leader knows: the gap between what customers say and what they do. Volker shares a story from when his wife was hospitalized while pregnant with twins, and a nurse asked her daily to fill out a survey and award a perfect score -- a built-in bias that tells you almost nothing about the actual experience. The better question is what behaviors and operational indicators reveal about how an experience really went, and what an organization should fix because of it. The full webinar, Beyond the Voice of Customer: How Richer Customer Signals Can Improve Continuous Improvement, airs live Thursday, June 18 at 1:00 pm ET. There's relevant material here for manufacturing, service businesses, and healthcare leaders thinking about voice of the patient. Register at the link below, bring your questions for the live Q&A, or catch the recording here in the feed and on YouTube afterward. Register: https://info.kainexus.com/webinar-customer-signals-continuous-improvement","meta_description":"Voice of Customer has been a fixture in Lean and Six Sigma for decades, but the word \"voice\" carries a hidden assumption: that the customer has…","key_points":[],"chapters":[],"topics":[],"duration_seconds":398,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"https://stenobird.com/v1/public/podcasts/kainexus-continuous-improvement-leadership-and-more-4169/episodes/preview-beyond-voice-of-customer-reading-the-signals-customers-send-without-saying-a-word/transcription-requests","description":"Idempotently request low-priority transcript generation for this episode."},{"name":"read_markdown","method":"GET","url":"https://stenobird.com/podcast/kainexus-continuous-improvement-leadership-and-more-4169/preview-beyond-voice-of-customer-reading-the-signals-customers-send-without-saying-a-word.md","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}