-
What is the Voice of the Customer (VOC)?
How do you know what your users, customers, and stakeholders want? You need to listen to their voices. So, what is the Voice of the Customer?
Here, Dr Mike Clayton, founder of https://OnlinePMCourses.com, answers this question, in under 5 minutes.
You might also like…
- What is Stakeholder Management? https://youtu.be/-tNHplQ_-hw
- What is a Business Blueprint? https://youtu.be/OJvN_5Vs6kw
- What is a Functional Specification? https://youtu.be/MYeXCdHyDhM
- What is Business Acumen? https://youtu.be/ChAWdmplhwY
- What is Value Engineering? https://youtu.be/L-TfAfip1ME
For more of our videos in themed collections, join our Free Academy of Project Management: https://onlinepmcourses.com/free-academy-of-project-management/
Please:
Give us a like
Visit https://OnlinePMCourses.com
...or ...
published: 16 May 2019
-
What is Voice of the Customer?
A simple whiteboard explanation of Voice of the Customer, from PeopleMetrics.
Transcript:
Here's Joe. He's a customer. And here's you. When you talk to Joe, you can tell when he's happy, and when he's sad. It's easy one-on-one, because you can talk and find out what you're doing right, or what you're doing wrong. And you can fix it.
But what about when you have a lot of Joes? With opinions, and wants, and needs? How do you help them?
Enter Voice of the Customer, a system that helps you listen and respond to your customers. So you can learn the answers to important questions. Like who's happy or sad. What happened? When, where, or why?
And more importantly, you can learn how to fix it. So you can create a simple action plan to improve your customer experience. And make your sad customer...
published: 27 Jan 2015
-
Vocie of Customer EXAMPLE/ Voice of the customer six sigma/ VOC six sigma/ VOC
Are you asking why to makde Voice of customer and how to create voice of customer? What are the main steps to be sucessfull using this tool?
To set up consultation with me click here:
https://mailchi.mp/590c6b23a65d/aiadz2g7bo
first 30min is for free, 1 hour is for 10USD.
Are you interested to download excel spread sheet with VOC / VOB template? Visit sixsigmamania websites to download for free:
https://sixsigmamania.com/?P=254
Are you interested in other Lean Six Sigma templates? Check out also my blog:
https://sixsigmamania.com
I use Doodly to create my videos. If you would like to use the same software, use affiliate link to buy it:
https://paykstrt.com/2073/105321 -Doodly affiliate link
I use Speechello to create video voiceovers. If you would like to use the same software, us...
published: 08 Jun 2021
-
What is Voice of the customer (VOC)?
Voice of the Customer (VOC)
Lean improvement projects always begin with understanding the voice of the customer (VOC). This is the ´story of the customer´. What does the customer really want and what are their expectations?
To meet the customer's wishes, you must search for the VOC. You will need to fully understand the demands and wishes of the customer to really know what the customers want. From a Lean perspective, the customer is the person who is the receiver of the product or the service that you produce. Customers can be specific people but also a group, team or organisation. In any case, it is always the customers who assign the value against what you are delivering. A customer doesn´t always have to be the external customer or the last user.
published: 05 Jul 2023
-
Voice of Customer
Learn more: https://www.oracle.com/industries/retail/products/merchandise-planning/assortment-planning/
Gregg Flinn, solutions manager, Planning & Optimization, Oracle Retail, discusses how Voice of Customer is the new dimension in assortment planning. Learn how to avoid markdowns and increase your inventory productivity.
Oracle: http://social.ora.cl/6008yDYy4
Try Oracle Cloud for free: https://social.ora.cl/6003yG8dB
Oracle Events: https://social.ora.cl/6005yG8gv
Oracle Support: https://social.ora.cl/6009yG8if
Oracle's communities: https://social.ora.cl/6000yG8c4
Subscribe to Oracle's YouTube channel: https://social.ora.cl/6004yGDBE
published: 01 Jun 2021
-
How to Run a Voice of the Customer (VoC) Program
Learn how to launch a VoC program, take action with your customer feedback, and prove the ROI of your efforts: https://bit.ly/382Buac
published: 26 Jun 2020
-
How to Run a VOICE of CUSTOMER (VoC) Program
#VoiceofCustomer #customersuccess #csmpractice #voc
A Voice of Customer (VoC) program allows an organization to learn about their customers' needs, understand their pain points, and improve their products and services accordingly.
When implemented properly, Voice of Customer can reduce churn rate, improve user adoption and customer retention, and increase revenue.
In this video, Peter Armaly, Senior Director of Customer Success Enablement at Oracle, discusses the importance of having the Voice of the Customer program integrated into their customer lifecycle journey. A solid VOC framework should outline guidelines for gathering data from multiple feedback channels across all stages of the customer journey, from provision to adoption.
The video also includes in-depth discussions ...
published: 17 Nov 2021
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What is Voice of the Customer Research?
This short video explores what the Voice of the Customer is, why it’s important and how to research it effectively. It explains and compares some of the key information gathering techniques including: surveys, interviews, storytelling, focus groups, observation and ethnographic studies. It also gives an overview of useful analysis techniques, such as the empathy maps and customer journey maps.
The Voice of the Customer is just one of the techniques covered in AssistKD's CX Analysis course (https://www.assistkd.com/courses/service-design-courses/cx-analysis-course) which counts towards the new A4Q Service Designer qualification: https://youtu.be/FxMK-nK9v-s?si=q4ESfZR_CjCmnDuC
You can find out more about AssistKD’s Service Design courses here: https://www.assistkd.com/courses/service-de...
published: 22 Oct 2024
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Introduction to Voice of the Customer (VOC) (Lean Six Sigma)
If you are interested in a free Lean Six Sigma certification (the "White Belt"), head over to https://www.sixsigmasociety.org/ ... In Lean Six Sigma, the voice of the customer (VOC) refers to customer requirements and feedback. Collecting the VOC helps us define and prioritize process improvement efforts. Some methods for capturing the VOC include interviews, observations, surveys, reviews, etc.
published: 03 Sep 2021
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Voice of the Customer VOC
Short video introduction to voice of the customer how to collect Kano analysis and the importance of getting it right
published: 07 May 2013
3:32
What is the Voice of the Customer (VOC)?
How do you know what your users, customers, and stakeholders want? You need to listen to their voices. So, what is the Voice of the Customer?
Here, Dr Mike Cl...
How do you know what your users, customers, and stakeholders want? You need to listen to their voices. So, what is the Voice of the Customer?
Here, Dr Mike Clayton, founder of https://OnlinePMCourses.com, answers this question, in under 5 minutes.
You might also like…
- What is Stakeholder Management? https://youtu.be/-tNHplQ_-hw
- What is a Business Blueprint? https://youtu.be/OJvN_5Vs6kw
- What is a Functional Specification? https://youtu.be/MYeXCdHyDhM
- What is Business Acumen? https://youtu.be/ChAWdmplhwY
- What is Value Engineering? https://youtu.be/L-TfAfip1ME
For more of our videos in themed collections, join our Free Academy of Project Management: https://onlinepmcourses.com/free-academy-of-project-management/
Please:
Give us a like
Visit https://OnlinePMCourses.com
...or subscribe to our YouTube Channel by clicking here: https://www.youtube.com/channel/UCMZfp1_wquyegVY9SoER0Nw?sub_confirmation=1
https://wn.com/What_Is_The_Voice_Of_The_Customer_(Voc)
How do you know what your users, customers, and stakeholders want? You need to listen to their voices. So, what is the Voice of the Customer?
Here, Dr Mike Clayton, founder of https://OnlinePMCourses.com, answers this question, in under 5 minutes.
You might also like…
- What is Stakeholder Management? https://youtu.be/-tNHplQ_-hw
- What is a Business Blueprint? https://youtu.be/OJvN_5Vs6kw
- What is a Functional Specification? https://youtu.be/MYeXCdHyDhM
- What is Business Acumen? https://youtu.be/ChAWdmplhwY
- What is Value Engineering? https://youtu.be/L-TfAfip1ME
For more of our videos in themed collections, join our Free Academy of Project Management: https://onlinepmcourses.com/free-academy-of-project-management/
Please:
Give us a like
Visit https://OnlinePMCourses.com
...or subscribe to our YouTube Channel by clicking here: https://www.youtube.com/channel/UCMZfp1_wquyegVY9SoER0Nw?sub_confirmation=1
- published: 16 May 2019
- views: 20341
0:53
What is Voice of the Customer?
A simple whiteboard explanation of Voice of the Customer, from PeopleMetrics.
Transcript:
Here's Joe. He's a customer. And here's you. When you talk to Joe, yo...
A simple whiteboard explanation of Voice of the Customer, from PeopleMetrics.
Transcript:
Here's Joe. He's a customer. And here's you. When you talk to Joe, you can tell when he's happy, and when he's sad. It's easy one-on-one, because you can talk and find out what you're doing right, or what you're doing wrong. And you can fix it.
But what about when you have a lot of Joes? With opinions, and wants, and needs? How do you help them?
Enter Voice of the Customer, a system that helps you listen and respond to your customers. So you can learn the answers to important questions. Like who's happy or sad. What happened? When, where, or why?
And more importantly, you can learn how to fix it. So you can create a simple action plan to improve your customer experience. And make your sad customers happy customers.
There. Everyone's happy now. And you're happy too.
https://wn.com/What_Is_Voice_Of_The_Customer
A simple whiteboard explanation of Voice of the Customer, from PeopleMetrics.
Transcript:
Here's Joe. He's a customer. And here's you. When you talk to Joe, you can tell when he's happy, and when he's sad. It's easy one-on-one, because you can talk and find out what you're doing right, or what you're doing wrong. And you can fix it.
But what about when you have a lot of Joes? With opinions, and wants, and needs? How do you help them?
Enter Voice of the Customer, a system that helps you listen and respond to your customers. So you can learn the answers to important questions. Like who's happy or sad. What happened? When, where, or why?
And more importantly, you can learn how to fix it. So you can create a simple action plan to improve your customer experience. And make your sad customers happy customers.
There. Everyone's happy now. And you're happy too.
- published: 27 Jan 2015
- views: 9573
3:26
Vocie of Customer EXAMPLE/ Voice of the customer six sigma/ VOC six sigma/ VOC
Are you asking why to makde Voice of customer and how to create voice of customer? What are the main steps to be sucessfull using this tool?
To set up consult...
Are you asking why to makde Voice of customer and how to create voice of customer? What are the main steps to be sucessfull using this tool?
To set up consultation with me click here:
https://mailchi.mp/590c6b23a65d/aiadz2g7bo
first 30min is for free, 1 hour is for 10USD.
Are you interested to download excel spread sheet with VOC / VOB template? Visit sixsigmamania websites to download for free:
https://sixsigmamania.com/?P=254
Are you interested in other Lean Six Sigma templates? Check out also my blog:
https://sixsigmamania.com
I use Doodly to create my videos. If you would like to use the same software, use affiliate link to buy it:
https://paykstrt.com/2073/105321 -Doodly affiliate link
I use Speechello to create video voiceovers. If you would like to use the same software, use affiliate link to buy it:
http://sixsigmamania.speechelo.hop.clickbank.net/ - Speechello affiliate link
I may receive a commission if you sign up through these links. Please know that it in no way affects my opinion and I only recommend companies that I have personally tried out and used myself !
DMAIC, Lean, Lean six sigma, Six sigma lean, VOC, VOC example, VOC six sigma,
https://wn.com/Vocie_Of_Customer_Example_Voice_Of_The_Customer_Six_Sigma_Voc_Six_Sigma_Voc
Are you asking why to makde Voice of customer and how to create voice of customer? What are the main steps to be sucessfull using this tool?
To set up consultation with me click here:
https://mailchi.mp/590c6b23a65d/aiadz2g7bo
first 30min is for free, 1 hour is for 10USD.
Are you interested to download excel spread sheet with VOC / VOB template? Visit sixsigmamania websites to download for free:
https://sixsigmamania.com/?P=254
Are you interested in other Lean Six Sigma templates? Check out also my blog:
https://sixsigmamania.com
I use Doodly to create my videos. If you would like to use the same software, use affiliate link to buy it:
https://paykstrt.com/2073/105321 -Doodly affiliate link
I use Speechello to create video voiceovers. If you would like to use the same software, use affiliate link to buy it:
http://sixsigmamania.speechelo.hop.clickbank.net/ - Speechello affiliate link
I may receive a commission if you sign up through these links. Please know that it in no way affects my opinion and I only recommend companies that I have personally tried out and used myself !
DMAIC, Lean, Lean six sigma, Six sigma lean, VOC, VOC example, VOC six sigma,
- published: 08 Jun 2021
- views: 3622
0:57
What is Voice of the customer (VOC)?
Voice of the Customer (VOC)
Lean improvement projects always begin with understanding the voice of the customer (VOC). This is the ´story of the customer´. Wh...
Voice of the Customer (VOC)
Lean improvement projects always begin with understanding the voice of the customer (VOC). This is the ´story of the customer´. What does the customer really want and what are their expectations?
To meet the customer's wishes, you must search for the VOC. You will need to fully understand the demands and wishes of the customer to really know what the customers want. From a Lean perspective, the customer is the person who is the receiver of the product or the service that you produce. Customers can be specific people but also a group, team or organisation. In any case, it is always the customers who assign the value against what you are delivering. A customer doesn´t always have to be the external customer or the last user.
https://wn.com/What_Is_Voice_Of_The_Customer_(Voc)
Voice of the Customer (VOC)
Lean improvement projects always begin with understanding the voice of the customer (VOC). This is the ´story of the customer´. What does the customer really want and what are their expectations?
To meet the customer's wishes, you must search for the VOC. You will need to fully understand the demands and wishes of the customer to really know what the customers want. From a Lean perspective, the customer is the person who is the receiver of the product or the service that you produce. Customers can be specific people but also a group, team or organisation. In any case, it is always the customers who assign the value against what you are delivering. A customer doesn´t always have to be the external customer or the last user.
- published: 05 Jul 2023
- views: 152
1:40
Voice of Customer
Learn more: https://www.oracle.com/industries/retail/products/merchandise-planning/assortment-planning/
Gregg Flinn, solutions manager, Planning & Optimization...
Learn more: https://www.oracle.com/industries/retail/products/merchandise-planning/assortment-planning/
Gregg Flinn, solutions manager, Planning & Optimization, Oracle Retail, discusses how Voice of Customer is the new dimension in assortment planning. Learn how to avoid markdowns and increase your inventory productivity.
Oracle: http://social.ora.cl/6008yDYy4
Try Oracle Cloud for free: https://social.ora.cl/6003yG8dB
Oracle Events: https://social.ora.cl/6005yG8gv
Oracle Support: https://social.ora.cl/6009yG8if
Oracle's communities: https://social.ora.cl/6000yG8c4
Subscribe to Oracle's YouTube channel: https://social.ora.cl/6004yGDBE
https://wn.com/Voice_Of_Customer
Learn more: https://www.oracle.com/industries/retail/products/merchandise-planning/assortment-planning/
Gregg Flinn, solutions manager, Planning & Optimization, Oracle Retail, discusses how Voice of Customer is the new dimension in assortment planning. Learn how to avoid markdowns and increase your inventory productivity.
Oracle: http://social.ora.cl/6008yDYy4
Try Oracle Cloud for free: https://social.ora.cl/6003yG8dB
Oracle Events: https://social.ora.cl/6005yG8gv
Oracle Support: https://social.ora.cl/6009yG8if
Oracle's communities: https://social.ora.cl/6000yG8c4
Subscribe to Oracle's YouTube channel: https://social.ora.cl/6004yGDBE
- published: 01 Jun 2021
- views: 1545
4:46
How to Run a Voice of the Customer (VoC) Program
Learn how to launch a VoC program, take action with your customer feedback, and prove the ROI of your efforts: https://bit.ly/382Buac
Learn how to launch a VoC program, take action with your customer feedback, and prove the ROI of your efforts: https://bit.ly/382Buac
https://wn.com/How_To_Run_A_Voice_Of_The_Customer_(Voc)_Program
Learn how to launch a VoC program, take action with your customer feedback, and prove the ROI of your efforts: https://bit.ly/382Buac
- published: 26 Jun 2020
- views: 11119
33:00
How to Run a VOICE of CUSTOMER (VoC) Program
#VoiceofCustomer #customersuccess #csmpractice #voc
A Voice of Customer (VoC) program allows an organization to learn about their customers' needs, under...
#VoiceofCustomer #customersuccess #csmpractice #voc
A Voice of Customer (VoC) program allows an organization to learn about their customers' needs, understand their pain points, and improve their products and services accordingly.
When implemented properly, Voice of Customer can reduce churn rate, improve user adoption and customer retention, and increase revenue.
In this video, Peter Armaly, Senior Director of Customer Success Enablement at Oracle, discusses the importance of having the Voice of the Customer program integrated into their customer lifecycle journey. A solid VOC framework should outline guidelines for gathering data from multiple feedback channels across all stages of the customer journey, from provision to adoption.
The video also includes in-depth discussions on:
- VOC framework for large enterprises
- Multi-Channel customer feedback (beyond surveys)
- How to properly Collect Voice of Customer Data
- How to avoid survey fatigue
- VOC resources tips
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
Learn more by watching this video:
00:00 Intro
02:28 Why VoC programs
03:25 VOC Framework for Enterprise Companies
07:46 When to Survey Customers
10:26 VOC during Adoption
14:13 Feedback Channels
18:13 Collecting Data
22:22 VoC Governance Model
27:44 VOC - The Future
29:06 VOC Metrics and KPIs
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
Additional Resources:
⏬ Download Peter Armaly’s Slides: Voice of the Customer (VoC) Program: https://www.csmpractice.com/voc
🎥 Watch our video: How to Be a Customer-Centric Organization
https://youtu.be/gckDzse92DU
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
Whenever you’re ready... here are 3 ways I can help you build, optimize or scale your customer success practice:
1. Grab a free copy of our Customer Success templates and infographics
We’ve created a resource library for you to gain easy access to best practices and benchmark data. https://www.csmpractice.com/resources
2. Subscribe to our CSM Practice newsletter
Subscribe to our CSMP newsletter and join a community of executives and business professionals dedicated to elevating their customer success game. https://www.csmpractice.com/newsletter-sign-up
3. Work with our team privately
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. https://www.csmpractice.com/cs-consulting
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
LEARN MORE ABOUT CUSTOMER SUCCESS
with these free resources:
📌Subscribe to CSM Practice YouTube channel:
https://www.youtube.com/csmpractice?sub_confirmation=1
📌 Listen to our Podcast:
https://www.csmpractice.com/podcast
📌 Follow us on TikTok:
https://www.tiktok.com/@csmpractice?lang=en
📌 Sign up to receive our Weekly Newsletter:
https://www.csmpractice.com/newsletter-sign_up
📌 Download CS Templates and Infographics:
https://www.csmpractice.com/resources
📌READ our Customer Success BLOGS:
https://csmpractice.com/blog
📌FOLLOW us on LINKEDIN:
https://www.linkedin.com/company/csm-practice/
📌 FOLLOW us on TWITTER:
https://twitter.com/csmpractice
https://wn.com/How_To_Run_A_Voice_Of_Customer_(Voc)_Program
#VoiceofCustomer #customersuccess #csmpractice #voc
A Voice of Customer (VoC) program allows an organization to learn about their customers' needs, understand their pain points, and improve their products and services accordingly.
When implemented properly, Voice of Customer can reduce churn rate, improve user adoption and customer retention, and increase revenue.
In this video, Peter Armaly, Senior Director of Customer Success Enablement at Oracle, discusses the importance of having the Voice of the Customer program integrated into their customer lifecycle journey. A solid VOC framework should outline guidelines for gathering data from multiple feedback channels across all stages of the customer journey, from provision to adoption.
The video also includes in-depth discussions on:
- VOC framework for large enterprises
- Multi-Channel customer feedback (beyond surveys)
- How to properly Collect Voice of Customer Data
- How to avoid survey fatigue
- VOC resources tips
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
Learn more by watching this video:
00:00 Intro
02:28 Why VoC programs
03:25 VOC Framework for Enterprise Companies
07:46 When to Survey Customers
10:26 VOC during Adoption
14:13 Feedback Channels
18:13 Collecting Data
22:22 VoC Governance Model
27:44 VOC - The Future
29:06 VOC Metrics and KPIs
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
Additional Resources:
⏬ Download Peter Armaly’s Slides: Voice of the Customer (VoC) Program: https://www.csmpractice.com/voc
🎥 Watch our video: How to Be a Customer-Centric Organization
https://youtu.be/gckDzse92DU
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
Whenever you’re ready... here are 3 ways I can help you build, optimize or scale your customer success practice:
1. Grab a free copy of our Customer Success templates and infographics
We’ve created a resource library for you to gain easy access to best practices and benchmark data. https://www.csmpractice.com/resources
2. Subscribe to our CSM Practice newsletter
Subscribe to our CSMP newsletter and join a community of executives and business professionals dedicated to elevating their customer success game. https://www.csmpractice.com/newsletter-sign-up
3. Work with our team privately
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- published: 17 Nov 2021
- views: 5524
4:20
What is Voice of the Customer Research?
This short video explores what the Voice of the Customer is, why it’s important and how to research it effectively. It explains and compares some of the key inf...
This short video explores what the Voice of the Customer is, why it’s important and how to research it effectively. It explains and compares some of the key information gathering techniques including: surveys, interviews, storytelling, focus groups, observation and ethnographic studies. It also gives an overview of useful analysis techniques, such as the empathy maps and customer journey maps.
The Voice of the Customer is just one of the techniques covered in AssistKD's CX Analysis course (https://www.assistkd.com/courses/service-design-courses/cx-analysis-course) which counts towards the new A4Q Service Designer qualification: https://youtu.be/FxMK-nK9v-s?si=q4ESfZR_CjCmnDuC
You can find out more about AssistKD’s Service Design courses here: https://www.assistkd.com/courses/service-design-courses
Enjoy bitesize learning? Watch our short learning videos here: https://www.youtube.com/playlist?list=PLEvIolukjraxfTJfMou8axtos6ec_0z2s
https://wn.com/What_Is_Voice_Of_The_Customer_Research
This short video explores what the Voice of the Customer is, why it’s important and how to research it effectively. It explains and compares some of the key information gathering techniques including: surveys, interviews, storytelling, focus groups, observation and ethnographic studies. It also gives an overview of useful analysis techniques, such as the empathy maps and customer journey maps.
The Voice of the Customer is just one of the techniques covered in AssistKD's CX Analysis course (https://www.assistkd.com/courses/service-design-courses/cx-analysis-course) which counts towards the new A4Q Service Designer qualification: https://youtu.be/FxMK-nK9v-s?si=q4ESfZR_CjCmnDuC
You can find out more about AssistKD’s Service Design courses here: https://www.assistkd.com/courses/service-design-courses
Enjoy bitesize learning? Watch our short learning videos here: https://www.youtube.com/playlist?list=PLEvIolukjraxfTJfMou8axtos6ec_0z2s
- published: 22 Oct 2024
- views: 104
5:11
Introduction to Voice of the Customer (VOC) (Lean Six Sigma)
If you are interested in a free Lean Six Sigma certification (the "White Belt"), head over to https://www.sixsigmasociety.org/ ... In Lean Six Sigma, the voice ...
If you are interested in a free Lean Six Sigma certification (the "White Belt"), head over to https://www.sixsigmasociety.org/ ... In Lean Six Sigma, the voice of the customer (VOC) refers to customer requirements and feedback. Collecting the VOC helps us define and prioritize process improvement efforts. Some methods for capturing the VOC include interviews, observations, surveys, reviews, etc.
https://wn.com/Introduction_To_Voice_Of_The_Customer_(Voc)_(Lean_Six_Sigma)
If you are interested in a free Lean Six Sigma certification (the "White Belt"), head over to https://www.sixsigmasociety.org/ ... In Lean Six Sigma, the voice of the customer (VOC) refers to customer requirements and feedback. Collecting the VOC helps us define and prioritize process improvement efforts. Some methods for capturing the VOC include interviews, observations, surveys, reviews, etc.
- published: 03 Sep 2021
- views: 11294
5:53
Voice of the Customer VOC
Short video introduction to voice of the customer how to collect Kano analysis and the importance of getting it right
Short video introduction to voice of the customer how to collect Kano analysis and the importance of getting it right
https://wn.com/Voice_Of_The_Customer_Voc
Short video introduction to voice of the customer how to collect Kano analysis and the importance of getting it right
- published: 07 May 2013
- views: 21654