Why Voice of the Customer?
Voice of the Customer (VOC) is a term that describes your customer’s feedback about their experiences with and expectations for your products or services. It focuses on customer needs, expectations, understandings, and product improvement. VOC programs have gained traction over the years and are fast-growing segments of a core business strategy for organizations. They work exceptionally well for brands as customers demand more direct engagement with a firm and because capturing and acting on customer feedback are critical to understanding a prospect’s complex decision-making process.
The “voice of the customer” is a process used to capture the requirements/feedback from the customer (internal or external) to provide the customers with the best in class service/product quality. This process is all about being proactive and constantly innovative to capture the changing requirements of the customers with time. The “voice of the customer” is the term used to describe the stated and unstated needs or requirements of the customer. The voice of the customer can be captured in a variety of ways: Direct discussion or interviews, surveys, focus groups, customer specifications, observation, warranty data, field reports, complaint logs, etc.
Benefits of Voice of the Customer Training:
- Customer requirements based on careful assessment
- Products and processes designed and run to fulfill customer requirements
- All-around, ongoing “Voice of the Customer” effort
- Customer-focused data key to managing the business, short and long-term
- Introduction of Voice of the Customer
- VOC Planning
- Identify Customers
- Determine Information Needs
- Determine Segmentation Needs
- Determine / Develop Collection Method
- Gathering the Data
- Synthesizing VOC
- Affinity Diagram
- Structure Tree
Lecture, Presentation, Activity based real life demonstration, related audio-video visuals, Group Activity, Excel.
Who Should Attend-
Customer Services Manager, Sales Manager, Marketing Manager, Quality personnel, Research & Development professionals, Production Managers, Process Engineers.
One Day Training (10:00 AM to 6:00 PM)