Voice of Customer Masterclass
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Welcome
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Delivering Customer Satisfaction
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Self Assessments
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Your Voices, My VOC
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Credentials
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Win Win
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How Willing are you
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Curriculum
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Module 1: What is VOC
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VOC: Brief Overview
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What are these Key Words
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Achieve Customer Satisfaction Goals
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Stages
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Customer Experience Priorities
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VOC Process
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How to Become First Time Right with VOC
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What Customers Usually Want
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Module 1 Completed
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Module 2: Why is VOC Important
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Leads to Quality & Revenue
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Culture of Excellence 3Ps
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Non Customer Voices
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Case Study
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Benefits
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Business Opportunity
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CFO Support, Word of Mouth
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Module 2 Completed
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Module 3: Designing VOC
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External
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Survey Design Principles
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Ethical: How to Build Trust
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Customer Satisfaction Survey
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Overall Customer Satisfaction Score
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Small Activity
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Problem Incidence Rate(PIR)
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Problem Incidence Management
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Top Customer Problems
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Problem Resolution Satisfaction(PRS)
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Problem Handling Satisfaction
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Net Promoter Score(NPS)
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Willingness to Recommend, Repurchase
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Customer Loyalty
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Transactional Surveys
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Specific Services
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Attributes Turnaround time
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Internal Service Indicators
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Meeting & Exceeding Standards
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Module 3 Completed
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Module 4: Insights & Drivers
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Kano Model
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Key Driver Analysis
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Performance Importance Analysis
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Value Proposition
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Meaningfulness
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Customer Archetype
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Module 4 Completed
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Module 5: Fielding VOC
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Traditional Method
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What is Lean Data
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Lean Data Case Study Edubridge
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Lean Data Case Study Ziqitsa Healthcare
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BUILD Measure Learn Change The World
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7 Steps to Get Started
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Survey 101
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Survey Method Matrix
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Choose Your Method
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A Few More Tips
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CRM: Are we Listening Everyday
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Module 5 Completed
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Module 6: Actioning VOC, Lean Data
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Affinity Diagram
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Data Representation
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Data Visualization
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Module 6 Completed
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Module 7 Bonus
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Social Listening
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Preventing Problems
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Proactive Communication
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Generative AI: Customer Sentiment Analysis
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Focus Group Guide
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Focus Group Guide Continued
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Customer Promise Template
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VOC Sprint: Action Plan
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Draft Your Survey
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Module 7 Completed
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Call To Action
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Next Steps
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All the Very Best
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Quiz
