Voice of the Customer: Toolkit

Focused View

Robert Chapman

2:32:48

10 View

1 - Introduction

1 - Introduction.mp4

01:05

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.mp4

02:45

3 - Disclaimer.mp4

00:58

2 - Fundamentals of voice of the customer

4 - What is VOC.mp4

14:50

5 - Examples of VOC.mp4

14:39

6 - The importance of VOC.mp4

10:29

7 - Scenario.mp4

01:19

3 - Voice of the Customer tools

8 - Introduction to Voice of the Customer.mp4

01:15

9 - Types of customer and data.mp4

02:30

10 - Types of customer and data How to do this.mp4

06:42

11 - Customer Segmentation.mp4

02:45

11 - Customer-segmentation.xlsx

12 - Customer Segmentation How to do this.mp4

02:37

13 - Customer Segmentation Demonstration.mp4

06:41

14 - Interviews.mp4

03:39

15 - Interviews How to conduct these.mp4

05:32

16 - Interviews Hints tips.mp4

03:33

17 - Interviews Questions to ask.mp4

04:25

18 - Point of use observation.mp4

03:21

19 - Point of use observation How to conduct these.mp4

04:40

20 - Point of use observation Hints tips.mp4

03:32

21 - Focus groups.mp4

02:42

22 - Focus groups How to conduct these.mp4

03:58

23 - Focus groups Hints tips.mp4

03:13

24 - Surveys.mp4

02:25

25 - Surveys How to conduct these.mp4

03:25

26 - Surveys Hints tips.mp4

03:05

27 - Survey Demonstration.mp4

04:55

28 - Kano Analysis.mp4

03:15

28 - Kano-Analysis.xlsx

29 - Kano Analysis How to conduct these.mp4

05:01

30 - Kano Analysis Demonstration.mp4

05:41

31 - Critical to Quality Tree.mp4

03:00

31 - Critical-to-quality-tree.xlsx

32 - Critical to Quality Tree How to conduct these.mp4

03:24

33 - Critical to Quality Tree Demonstration.mp4

05:01

4 - Close out

34 - Certificate.pptx

34 - Review of key learnings.mp4

02:48

34 - VOC-tookit-slidespptx.pdf

35 - Hints tips.mp4

03:01

36 - Thank you.mp4

00:37

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

Description

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

What You'll 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 is this for?

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

What You Need to Know?

None. We will work with you throughout the course

No prior voice of the customer knowledge is required

Course built to be open to all levels

Reach out to me (email/LinkedIn) if you need an assistance

More details

Description
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.Â 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.
Who this course is for:
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

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Robert Chapman

Instructor's Courses

Hi there, my name is Robert Chapman.I have been working as a Business Improvement professional for many years now. In doing so, I have learned a number of key lessons about Business, People and Processes.The work I have done has been to save organisations money (and I have saved organisations millions of dollars), make them and their teams more productive and efficient and future proof their operations. Specifically, I am an expert in:- Lean Six Sigma.- Root cause analysis.- Process Improvement.- Automation of processes.- Business Case creation.- Wider Business Improvement (such as cultural change, reporting and transition of work around the globe). I shall be loading course content on Udemy around the topic of Business Improvement so please do check out the courses on offer. I do love to hear from those of you that take my courses and am here to help wherever possible!

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