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  3. Voice of the Customer (VoC): Enhancing Experiences

Voice of the Customer (VoC): Enhancing Experiences

In today's global, local, and highly personalized marketplaces, the customer experience is no longer transactional and one-sided.

Hector Sandoval
Hector Sandoval
Business | core | 1 hour 30 minutes |   Published: Oct 2023
In partnership with: Coursera

    Discussions

Overview

1KSTUDENTS*
96%RECOMMEND*

This course includes:

  • 1.5 hours of on-demand video  
  • Certificate of completion  
  • Direct access/chat with the instructor 
  • 100% self-paced online 

In today's global, local, and highly personalized marketplaces, the customer experience is no longer transactional and one-sided. As technology evolves, providing the most personalized "experiences" when searching, buying, and consuming products and services, organizations need to create channels and methods to "Listen" to their customers.  What are their needs, preferences, likes, and dislikes, and how to convert that information into actionable data, is an indispensable practice, known as Voice of the Customer.  Additionally, leaders and managers of customer-centric organizations, need to create a culture that displays values, behaviors, and skills to foster collaboration, effective communication, and a deeper connection with its customers to create new and better experiences.

Skills You Will Gain

Business
HR Compliance and Regulations
Market Trends
Marketing

Learning Outcomes (At the end of this program you will be able to)

  • Analyze key concepts, benefits and frameworks of the VoC practice
  • Identify and analyze core customer feedback collection methods and data
  • Team Leaders, Supervisors and Managers, responsible for individuals and teams, and professionals in HR, Labor Relations, and Learning and Development functions.Apply VoC principles in the organization to improve collaboration, decision making and continuous improvement

Prerequisites

Basic knowledge of marketing, brands, and customer service. Staff and managers who work in product and service design, development, sales, and service.

Who Should Attend

Team Leaders, Supervisors and Managers, responsible for individuals and teams, and professionals in HR, Labor Relations, and Learning and Development functions.

Curriculum

Instructors

Frequently Asked Questions

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Yes, we do offer a certification upon completion of our course to showcase your newly acquired skills and expertise.

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No, we don't offer any free courses, but we do offer 5-day trial only on our subscriptions-based plans.

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Our course is designed with three levels to cater to your learning needs - Core, Intermediate, and Advanced. You can choose the level that best suits your knowledge and skillset to enhance your learning experience.

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We accept various payment methods such as major credit cards, PayPal, wire transfer, and company purchase orders. For more information related to payments contact customer support.

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Yes, we do offer a 100% refund guarantee for our courses within a specified time frame. If you are not satisfied with the course, contact our customer support team to request a refund with your order details. Some restrictions may apply.

*Where courses have been offered multiple times, the “# Students” includes all students who have enrolled. The “%Recommended” shown is also based on this data.
1Module 0 - Introduction to VoC Benefits and Methods
2Module 1 - The Art of Collecting Customer's Feedback
3Module 2 - Implementing VoC into your Organization's Culture

Segment 1 - Introduction and Welcome

Segment 2 - Understanding the Voice of the Customer (VoC)

Segment 3 - How do we Listen to the Customer (Methods of Collecting Data)

Segment 4 - Measuring the Customer's Voice (Acting on the Data Collected)

Segment 9 - The Customer at the Heart of Everything

Segment 10 - A Customer-Centric Culture, values and skills in motion

Segment 11 - The Experience of Co-Creating

Segment 12 - The Challenge of Continuous Improvement

Segment 5 - Customer Feedback Surveys - Introduction

Segment 6 - Focus Groups and Interviews - A Deeper Understanding of the Customer

Segment 7 - Social Media - The Evolving Frontier of Customer Engagement

Segment 8 - The Moments of Truth - Transformation of an airline by Listening to the Customers 

Hector Sandoval

Hector Sandoval

As the Director of Content at Starweaver, they lead a collaborative effort with subject matter experts, instructional designers, and multimedia specialists to craft exceptional learning experiences. Their role involves overseeing teams and partners, setting quality standards for audio and video content, and defining instructional design to deliver captivating courses tailored to a diverse global audience. They also support senior leadership in promoting the brand across leading global enterprises and platforms, ensuring alignment with strategic plans, vision, mission, and goals.

With over 30 years of experience as a Leadership Effectiveness Coach, Consultant, and Speaker, they possess a deep understanding of leadership, crisis management, and organizational development within the commercial aviation sector. Having worked with major international airlines and aerial emergency services providers, they have led teams in critical areas, including family assistance, media relations, and government coordination during complex situations such as airline accidents.

Beyond their role at Starweaver, their career journey reflects a commitment to excellence and continuous learning. From founding their own consultancy to serving in interim management roles and executive positions within renowned aviation companies, they have consistently delivered results. Their extensive experience in HR, crisis management, and strategic alliances underscores their ability to provide valuable insights and guidance in online courses related to Learning & Development, Leadership Effectiveness, Global Aviation, and Crisis Management.

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