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Voice Of The Customer Tools

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Course Description

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 centre 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 tool.
  • Interviews tool.
  • Point of use observation tool.
  • Focus groups tool.
  • Voice of customer surveys tool.
  • Kano Analysis tool.
  • Voice of customer questions and best practices

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.

Course breakdown

  • Introduction
  • What is the purpose of this course?
  • What is VOC
  • Examples of VOC
  • The importance of VOC
  • Scenario
  • 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
  • Focus groups: How to conduct these
  • Focus groups: Hints & tips
  • Surveys
  • Surveys: How to conduct these
  • Surveys: Hints & tips
  • Survey: Demonstration
  • Kano Analysis
  • Kano Analysis: How to conduct these
  • Kano Analysis: Demonstration
  • Critical to Quality Tree
  • Critical to Quality Tree: How to conduct these
  • Critical to Quality Tree: Demonstration
  • Review of key learnings
  • Hints & tips
  • Thank you

What our students have to say

“An absolutely amazing course. It has a clear structure and as the slides are present I do not have to make notes. Also - all of the important definitions are being accompanied by demonstrations in practice of the tool by which I could understand the true meaning of them. The way the course is presented is nice to follow, language is impeccable and the speed is not to fast. Usually in other courses from Udemy I can see a definition of a problem directly followed by example with a lot of fluff, but those extra unneeded false interactions with learners make the course only longer and makes me usually loose my focus. In this course I did not experience it at all. It was to the point and I have actually learned something that I can directly use in my work. Thank you! PS I will for sure follow the other courses of the instructor!”
Magdalena
“This is a good course for those who have no to very basic background on process improvement. The content is just right, not too overwhelming for me. The topics are discussed properly. I appreciate the examples given which make each topic easier to understand.”
Beverly
“Great course. The pacing, content, and delivery is great. You could tell that great care and expertise was put into delivering the course. Thank you!”
Christopher
“Truly brilliant. A great flow, a really knowledgeable instructor and great resources. I have had some trouble understanding the delivery of Lean, purpose and method - now I feel so much more confident. Thank you Robert.”
Benjamin
“In my position, everyone suddenly want this kind of RCA, but no one really knew how to do it. It was simple but I felt I was doing it wrong. This course broke it down to the simple steps it is supposed to be to complete. Easy to follow and great examples.”
Athena
“This course adds a lot more insight to the tool than you get from a simple template. I now know how to sell usage of the tool across my business - something I have really struggled with.”
Darby
“I learned a lot and will apply what I've learned in my work. Thank you, Robert. A detailed explanation and your quick responses to questions in message section , demonstrate that you are a professional in your sector! Thanks.”
Jami
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