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Voice of the Customer: Toolkit

Business

Rating4.6
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Voice of the Customer: Toolkit, available at $59.99, has an average rating of 4.61, with 53 lectures, 2 quizzes, based on 417 reviews, and has 5664 subscribers.

You will learn about How to deliver effective voice of the customer activities and exercises How to deliver effective voice of the customer tools and techniques You will understand how to grasp your customer needs and wants better You will be able to improve customer satisfaction scores Better customer journeys and experiences can lead to more sales of your products and services Ensuring your customers feel listened to will improve your customer retention metrics You'll be able to build better KPIs and SLAs, designed with your customer wants in mind Increase customer engagement with your products and services, generating more useful feedback and insight Become a customer centric organization, something customers, consumers and clients REALLY appreciate Learn knowledge you can spread across other parts of your organization This course is ideal for individuals who are Anyone currently working for a company who wants to improve the experience of their customers or Anyone who owns a business / manages a department and wants to improve customer satisfaction and engagement or Anyone who wants to upskill in this field as voice of the customer activities are skills HIGHLY in demand or Anyone who wants to leave the course with full confidence in delivering this topic It is particularly useful for Anyone currently working for a company who wants to improve the experience of their customers or Anyone who owns a business / manages a department and wants to improve customer satisfaction and engagement or Anyone who wants to upskill in this field as voice of the customer activities are skills HIGHLY in demand or Anyone who wants to leave the course with full confidence in delivering this topic.

Enroll now: Voice of the Customer: Toolkit

Summary

Title: Voice of the Customer: Toolkit

Price: $59.99

Average Rating: 4.61

Number of Lectures: 53

Number of Quizzes: 2

Number of Published Lectures: 53

Number of Published Quizzes: 2

Number of Curriculum Items: 56

Number of Published Curriculum Objects: 56

Original Price: $94.99

Quality Status: approved

Status: Live

What You Will Learn

  • How to deliver effective voice of the customer activities and exercises
  • How to deliver effective voice of the customer tools and techniques
  • You will understand how to grasp your customer needs and wants better
  • You will be able to improve customer satisfaction scores
  • Better customer journeys and experiences can lead to more sales of your products and services
  • Ensuring your customers feel listened to will improve your customer retention metrics
  • You'll be able to build better KPIs and SLAs, designed with your customer wants in mind
  • Increase customer engagement with your products and services, generating more useful feedback and insight
  • Become a customer centric organization, something customers, consumers and clients REALLY appreciate
  • Learn knowledge you can spread across other parts of your organization

Who Should Attend

  • Anyone currently working for a company who wants to improve the experience of their customers
  • Anyone who owns a business / manages a department and wants to improve customer satisfaction and engagement
  • Anyone who wants to upskill in this field as voice of the customer activities are skills HIGHLY in demand
  • Anyone who wants to leave the course with full confidence in delivering this topic

Target Audiences

  • Anyone currently working for a company who wants to improve the experience of their customers
  • Anyone who owns a business / manages a department and wants to improve customer satisfaction and engagement
  • Anyone who wants to upskill in this field as voice of the customer activities are skills HIGHLY in demand
  • Anyone who wants to leave the course with full confidence in delivering this topic

Understanding your customer is VITAL if you are to continue to provide them with a service or product that satisfies their needs and requirements. In an increasingly competitive and innovative marketplace, those companies that do not put their customers front and centre of their improvement efforts will be the ones left behind and, ultimately, won’t be in the marketplace in the future. How can you improve your customer journey, your customer experience and how your customer views your products and service if you do not know what they are thinking?

In this course, we come at this from 2 angles. Firstly, identify how you can get customer data in front of you to start with. Secondly, what to do with that customer data once you have it. It is all about mapping this data, tracking it, cutting it up into segments etc. so you are truly aware of what your customer is thinking. We will cover the following:

– What is Lean Six Sigma?

– What does the concept “Voice of the Customer” actually mean?

– Customer segmentation tool.

– Types and sources of customer data tool.

– Interviews tool.

– Point of use observation tool.

– Focus groups tool.

– Surveys tool.

– Kano Analysis tool.

– Critical to Quality Tree tool.

We will explore what these tools are, how to conduct them and for those with which it can be applied, give LIVE demonstrations of how these tools work in practice.

At the end of this course you will understand clearly how to source data from your customers and what to do with this data for the benefit of your improvement efforts.

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction

Lecture 2: Disclaimer

Lecture 3: What is the purpose of this course?

Chapter 2: Fundamentals of voice of the customer

Lecture 1: What is VOC?

Lecture 2: Examples of VOC

Lecture 3: The importance of VOC

Lecture 4: Scenario

Chapter 3: Voice of the Customer tools

Lecture 1: Introduction to Voice of the Customer

Lecture 2: Types of customer and data

Lecture 3: Types of customer and data: How to do this

Lecture 4: Customer Segmentation

Lecture 5: Customer Segmentation: How to do this

Lecture 6: Customer Segmentation: Demonstration

Lecture 7: Interviews

Lecture 8: Interviews: How to conduct these

Lecture 9: Interviews: Hints & tips

Lecture 10: Interviews: Questions to ask

Lecture 11: Point of use observation

Lecture 12: Point of use observation: How to conduct these

Lecture 13: Point of use observation: Hints & tips

Lecture 14: Focus groups

Lecture 15: Focus groups: How to conduct these

Lecture 16: Focus groups: Hints & tips

Lecture 17: Surveys

Lecture 18: Surveys: How to conduct these

Lecture 19: Surveys: Hints & tips

Lecture 20: Survey: Demonstration

Lecture 21: Kano Analysis

Lecture 22: Kano Analysis: How to conduct these

Lecture 23: Kano Analysis: Demonstration

Lecture 24: Critical to Quality Tree

Lecture 25: Critical to Quality Tree: How to conduct these

Lecture 26: Critical to Quality Tree: Demonstration

Lecture 27: Practical exercise

Lecture 28: VOC Tool matrix

Chapter 4: The process

Lecture 1: Overview

Lecture 2: Scenario

Lecture 3: The reason

Lecture 4: The reason – template demonstration

Lecture 5: The what

Lecture 6: The what – template demonstration

Lecture 7: The who

Lecture 8: The who – template demonstration

Lecture 9: The how

Lecture 10: The how – template demonstration

Lecture 11: The execution

Lecture 12: The execution – template demonstration

Lecture 13: The results

Lecture 14: The results – template demonstration

Chapter 5: Close out

Lecture 1: Review of key learnings

Lecture 2: Hints & tips

Lecture 3: Thank you

Lecture 4: Bonus

Instructors

Rating Distribution

  • 1 stars: 3 votes
  • 2 stars: 11 votes
  • 3 stars: 42 votes
  • 4 stars: 122 votes
  • 5 stars: 239 votes

Frequently Asked Questions


How long do I have access to the course materials?


You can view and review the lecture materials indefinitely, like an on-demand channel.


Can I take my courses with me wherever I go?


Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!

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