Voice of the Customer
2 Day Workshop - 16 Participants

In any strategic development, understanding what the customer ultimately wants is critical to the success of the organization. This course covers the basics of how to gather customer data and use the different methodologies needed to analyze customer input.  Participants will gain an appreciation for the importance of understanding customer needs and how these needs relate to the strategic objectives of the company.

Learning Objectives

- Define the meaning for the VOC

- Describe the difference between basic, performance, and excitement quality as defined by the Kano Model

- Describe the difference between basic, performance, and excitement quality as defined by the Kano Model

- Identify how and where customer information can be collected within an organization and outside the organization

- Create a customer selection matrix based on an organization's market

- Construct phone scripts and contact letters

- Recognize the difference between a customer need and a product feature

- Define appropriate questioning techniques using the VOC process

- Identify benefits of one-on-one interviews vs. focus groups

- Understand how to conduct one-on-one interviews and focus groups

- Explain how to build subconscious rapport with customers

- Outline the steps involved in a total VOC process

- Determine key environmental aspects at the customers' location

Target Audience

Executive Management

Management

Team Leaders

Contact us for details on group pricing.

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Robust methodology for implementing change...

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Just in Time Training
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Team members prepare for group sessions with online web based training prior to the live session. Blended learning methodologies are employed to enhance learning and maximize efficiency.

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