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Voice of the Customer Toolkit

(7 customer reviews)


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Understanding your customer is VITAL if you are to continue to provide them with a service or product that satisfies their needs and requirements. In an increasingly competitive and innovative marketplace, those companies that do not put their customers front and center of their improvement efforts will be the ones left behind and, ultimately, won’t be in the marketplace in the future. How can you improve your customer journey, your customer experience and how your customer views your products and service if you do not know what they are thinking? In this course, we come at this from 2 angles. Firstly, identify how you can get customer data in front of you to start with. Secondly, what to do with that customer data once you have it. It is all about mapping this data, tracking it, cutting it up into segments etc. so you are truly aware of what your customer is thinking. We will cover the following:

  • What is Lean Six Sigma?
  • What does the concept “Voice of the Customer” actually mean?
  • Customer segmentation tool.
  • Types and sources of customer data tools.
  • Interviews tool.
  • Point of use observation tool.
  • Focus groups tool.
  • Surveys tool.
  • Kano Analysis tool.
  • Critical to Quality Tree tool.

We will explore what these tools are, how to conduct them, and for those with which it can be applied, give LIVE demonstrations of how these tools work in practice. At the end of this course, you will understand clearly how to source data from your customers and what to do with this data for the benefit of your improvement efforts.

7 reviews for Voice of the Customer Toolkit

  1. Ernestine Tyler

    Ernestine Tyler (verified owner)

    This course is an invaluable resource for anyone looking to truly understand and leverage customer feedback. With comprehensive modules covering everything from survey design to sentiment analysis, it equips you with the tools to capture and utilize the voice of your customers effectively. Dekker’s insights are practical and actionable, making it easy to implement strategies that drive real results.

  2. Oana Gabi

    Oana Gabi (verified owner)

    This course consistently emphasized the importance of understanding and acting on customer feedback. This focus resonated with my desire to improve customer satisfaction and build stronger relationships.

  3. Don Ramos

    Don Ramos (verified owner)

    This toolkit has been an invaluable resource, offering a comprehensive and user-friendly guide to understanding and implementing effective Voice of the Customer (VoC) strategies.

  4. Devin Reeves

    Devin Reeves (verified owner)

    Exceptional Voice of the Customer Toolkit! Comprehensive content, practical insights, and effective tools. Engaging and well-structured course, a must for anyone in customer-centric roles. Highly recommended!

  5. Aurelian Flavia

    Aurelian Flavia (verified owner)

    The course is well-structured and covers a wide range of topics, from the basics of gathering customer feedback to advanced techniques for analyzing and implementing insights. The modules are presented in a clear and concise manner, making it easy to follow along and absorb the valuable information provided.

  6. Petruț Virgiliu

    Petruț Virgiliu (verified owner)

    One of the highlights of the course is the practical application of concepts. The toolkit provides real-world examples and case studies, allowing learners to see how the strategies discussed can be implemented in various business scenarios. This hands-on approach significantly enhances the learning experience and makes the content more relatable.

  7. Nellie Yates

    Nellie Yates (verified owner)

    This comprehensive toolkit provides a systematic approach to capturing, analyzing, and leveraging customer feedback to drive business success. With a range of tools and techniques, including surveys, interviews, and data analysis methods, participants learn how to extract actionable insights from customer feedback. By implementing the strategies outlined in this toolkit, businesses can enhance customer satisfaction, loyalty, and retention, ultimately leading to improved bottom-line results.

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Voice of the Customer Toolkit
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