Voice of the Customer: Toolkit

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#1 Voice of the Customer course: The step by step guide to improving your customers experiences, one tool at a time

1 - Introduction

1 - Introduction

1 - January-2024-Course-discounts-1.pdf

1 - Leading-Business-Improvement-Service-Product-offering-Q1-2024.pdf

2 - What is the purpose of this course

3 - Disclaimer

2 - Fundamentals of voice of the customer

4 - What is VOC

5 - Examples of VOC

6 - The importance of VOC

7 - Scenario

3 - Voice of the Customer tools

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

4 - Close out

34 - Certificate.pptx

34 - Review of key learnings

34 - VOC-tookit-slidespptx.pdf

35 - Hints tips

36 - Thank you

36 - Voice-of-the-customer-Toolkit.pptx

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تولید کننده: Udemy