The Voice of Customer (VOC) Techniques

PG Iyer, MBB | PMP | MBA | CSSBB (ASQ) | Lean | ISO

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14 Videos (34m)
    • 0 Introduction Voice of Customer

      2:36
    • 1 What is the Voice of Customer

      1:22
    • 2 What is a Customer

      1:00
    • 3 How can we segment Customers

      1:27
    • 4 Significance of Internal and External Customers

      1:53
    • 5 Customer Segmentation by Demographics

      2:16
    • 6 The Kelogg's Case Study

      2:37
    • 7 Customer Feedback

      1:40
    • 8 Ways to capture Customer Feedback

      3:02
    • 9 New Age VOC Collection Methods Part 01

      3:34
    • 10 New Age VOC Collection Methods Part 02

      2:28
    • 11 Real Life Examples of VOC Capture on Social Media Part 01

      3:24
    • 12 Real Life Examples of VOC Capture on Social Media Part 02

      3:46
    • 13 What did we learn from this training

      3:00

About This Class

Capturing customer feedback is essential in every profession. There are so many techniques to capture your customer's voice. It naturally becomes difficult to determine which voice of customer (VOC) technique can be prove to be most useful. This training will help you to first understand the traditional and the new age VOC techniques. It will then articulate the benefits and challenges of each technique. You will also understand what outcome can you expect by using which VOC technique.

Learn the Voice of Customer Techniques and Master the Art of Using the Right Technique in the Right Situation at the Right Time.

Important benefits of this program:

  1. Recognize the different types of customers.
  2. Find the different ways in which you can segment your customers.
  3. Enhance your skills by learning some real life case-studies (such as how Kellogg's failed in new markets, etc).
  4. Learn the traditional vs. new ways of capturing customer VOC.
  5. Recognize the strengths and weaknesses of each VOC technique.
  6. Understand when to use a particular VOC technique to get the best practical results.
  7. A special segment outlines how companies are using latest VOC techniques to enhance customer satisfaction (e.g. how Samsung Canada used social media to fulfill a loyal customer's wish and received significant media coverage for their act of kindness).
  8. Learn each VOC concept with easy to understand and interesting use of animations. 

Voice of Customer technique is used at the start of any new product, process or service design initiative in order to better understand the customer's wants and needs.

The course is outlined in 13 lectures. Content flow is outlined as below:

  1. What is the "Voice of Customer"?
  2. What is a "Customer"?
  3. How can we segment customers?
  4. Significance of Internal and External Customers
  5. Customer Segmentation by Demographics
  6. The Kellogg's Case Study
  7. Customer Feedback (An Overview)
  8. Ways to capture Customer Feedback
  9. New Age VOC Collection Methods - Part 01
  10. New Age VOC Collections Methods - Part 02
  11. Real Life Examples of VOC capture on Social Media
  12. What did we learn from this training?

The content of this course is created by professionals who have spent at least 15-20 years (at minimum) dealing with customers in several global industries. The program is animated and designed by industry professionals who specialize in creating highly engaging training videos. The course design is unique because the lectures and the real-life case studies are outlined to enhance your learning in the most engaging and interactive way.

In summary, winning our customers is very difficult in this fast paced and highly competitive market place. Determining customers expectations is essential and is the very first step to win them. A customer will highly appreciate if you are able to understand his wants and needs and reciprocate accordingly. The Voice of Customer Techniques course is all about determining customer wants and needs. 

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PG Iyer

MBB | PMP | MBA | CSSBB (ASQ) | Lean | ISO

A change leader with specially enhanced skills in process improvements, transformation, process simplification and portfolio management. 15+ years of experience. Conducted 6000+ hours of training on Lean Six Sigma and Project Management respectively.

Credentials include:

  • Certified Six Sigma Master Black Belt (Indian Statistical Institute)
  • Certified Six Sigma Black Belt (ASQ)
  • Certified Six Sigma Black Belt (SSMI)
  • Lean Specialist
  • Certified ISO 9001:2008 Lead Auditor
  • Project Management Professional (PMP)

Have saved over $15 million of bottomline for clients across the globe. Winner of ASQ's International Team Excellence Award for best project. Most sought after management consultant delivering guest lectures in major international quality events.