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