8 - Introduction to Voice of the Customer
9 - Types of customer and data
10 - Types of customer and data How to do this
11 - Customer Segmentation
11 - Customer-segmentation.xlsx
12 - Customer Segmentation How to do this
13 - Customer Segmentation Demonstration
14 - Interviews
15 - Interviews How to conduct these
16 - Interviews Hints tips
17 - Interviews Questions to ask
18 - Point of use observation
19 - Point of use observation How to conduct these
20 - Point of use observation Hints tips
21 - Focus groups
22 - Focus groups How to conduct these
23 - Focus groups Hints tips
24 - Surveys
25 - Surveys How to conduct these
26 - Surveys Hints tips
27 - Survey Demonstration
28 - Kano Analysis
28 - Kano-Analysis.xlsx
29 - Kano Analysis How to conduct these
30 - Kano Analysis Demonstration
31 - Critical to Quality Tree
31 - Critical-to-quality-tree.xlsx
32 - Critical to Quality Tree How to conduct these
33 - Critical to Quality Tree Demonstration
