Voice of the Customer Toolkit
Introduction
Introduction
What is the purpose of this course?
Fundamentals of voice of the customer
What is VOC?
Examples of VOC
The importance of VOC
Scenario
Voice of the Customer tools
Introduction to Voice of the Customer
Types of customer and data
Types of customer and data: How to do this
Customer Segmentation
Customer Segmentation: How to do this
Customer Segmentation: Demonstration
Interviews
Interviews: How to conduct these
Interviews: Hints & tips
Interviews: Questions to ask
Point of use observation
Point of use observation: How to conduct these
Point of use observation: Hints & tips
Focus groups
1 of 2
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What is VOC?
Voice of the Customer Toolkit
What is VOC?
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