Voice of the Customer is a rigorous, repeatable process that ensures that product development organizations create customer-centric products that meet the most highly-valued market needs.

Product development professionals often claim they speak to customers frequently – but that’s the problem. They should be listening rather than talking to them.

VOC research aims not to find out how customers would design your product – but to understand how they do business. Then developers can innovate solutions that go beyond what any customer can imagine.

Meet the Expert

About Wayne

  • 20 years of hands-on management of large engineering, manufacturing, and procurement organizations focusing on product/service development, especially in areas of collaborative design, metrics, supply chain management, and business strategy implementation
  • Clients include Fortune 500 companies, major universities (Stanford, MIT, Carnegie-Mellon University), and government agencies in product development, supply chain management, and rapidly implementing enterprise-wide change


Principal • Product Development Consulting, Inc.
1997 — Present
  • Product/service development, especially in areas of collaborative design, metrics, supply chain management, and business strategy implementation
Senior Scientist • Hughes Aircraft Company
1978 — 1997
  • Projects included infrared imaging, radar system, GPS satellite systems and DirecTV


Loyola Marymount University
MS, Engineering, 1981
Carnegie Mellon University
BS, Electrical Engineering, Economics, 1977

Security Clearances

Secret SAR (Special Access Required)

Keynote Speeches

Keynote speaker on rapid organizational change and a featured speaker on performance improvement, metrics, voice of the customer, supply chain management, and product development


  • Rethinking R&D Efficiency (2013)
  • Co-author, Product Development and Management Association's PDMA ToolBook 3 (2007)
  • Co-author of Value Innovation Portfolio Management (2006)
Packages with Wayne starting from $750

Your Expert Package Includes:

Best Practices

Access to ALL Best Practices authored by TrustedPeer Expert Wayne Mackey on this topic.

Pre-Meeting Discovery Process

Review and analysis of your issue with pre-meeting discovery questions by Wayne, followed by a 30- or 60-minute one-on-one call. Sample

One+-on-One Call

Your (+colleagues) meeting is directed and focused from the first minute.

Meeting Summary Report

After your call, Wayne completes a Meeting Summary Report to provide you with the session’s discussion topics, analysis, assessment and recommendations for next steps. Sample

Post-Meeting Engagement

After your meeting, continue your relationship with Wayne on your own, or with TrustedPeer’s support.