Curriculum
Voice of Customer Masterclass
Available in
days
days
after you enroll
- 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
