In today's rapidly evolving global and personalized marketplaces, delivering exceptional customer experiences is no longer a one-time transaction but a continuous process. To thrive in this dynamic landscape, organizations must harness the power of the Voice of the Customer (VoC) – a practice that involves actively listening to customers to understand their preferences, needs, and feedback. This course equips participants with the tools, methods, and strategies to not only collect valuable customer insights but also to cultivate a customer-centric culture within their organizations. By examining real-world case studies and examples from industry leaders like JetBlue, Zappos, and Amazon, participants will learn how VoC practices can drive improvements in customer satisfaction, decision-making, and product/service development.
Voice of the Customer (VoC): Enhancing Experiences
Instructor: Hector Sandoval
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What you'll learn
Analyze key concepts, benefits and frameworks of the VoC practice
Identify and analyze core customer feedback collection methods and data
Apply VoC principles in the organization to improve collaboration, decision making and continuous improvement
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There is 1 module in this course
In today's global, local, and highly personalized marketplaces, the customer experience is no longer transactional and one-sided. As technology evolves, providing the most personalized "experiences" when searching, buying, and consuming products and services, organizations need to create channels and methods to "Listen" to their customers.
What's included
12 videos4 readings1 assignment
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