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.
Overview
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
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.
