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Unlocking Customer Insights; Mastering Voice of Customer (VoC) Strategies

Unlocking Customer Insights; Mastering Voice of Customer (VoC) Strategies

$199.00
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Unlocking Customer Insights: Mastering Voice of Customer (VoC) Strategies



Course Overview

In this comprehensive and interactive course, you will learn the fundamentals of Voice of Customer (VoC) strategies and how to unlock customer insights to drive business growth. Participants will receive a certificate upon completion, issued by The Art of Service.



Course Features

  • Interactive and engaging learning experience
  • Comprehensive and up-to-date content
  • Personalized learning approach
  • Practical and real-world applications
  • High-quality content and expert instructors
  • Certification upon completion
  • Flexible learning schedule and user-friendly interface
  • Mobile-accessible and community-driven
  • Actionable insights and hands-on projects
  • Bite-sized lessons and lifetime access
  • Gamification and progress tracking


Course Outline

Module 1: Introduction to Voice of Customer (VoC)

  • Defining VoC and its importance in business
  • Understanding customer needs and expectations
  • Overview of VoC tools and techniques
  • Best practices for implementing VoC strategies

Module 2: Customer Journey Mapping

  • Understanding the customer journey
  • Creating customer journey maps
  • Identifying pain points and areas for improvement
  • Developing targeted solutions to enhance customer experience

Module 3: Customer Feedback and Data Collection

  • Methods for collecting customer feedback
  • Using surveys, focus groups, and interviews
  • Analyzing and interpreting customer data
  • Best practices for data quality and integrity

Module 4: VoC Analytics and Tools

  • Overview of VoC analytics and tools
  • Using text analytics and sentiment analysis
  • Understanding customer sentiment and emotions
  • Using data visualization to communicate insights

Module 5: Customer Segmentation and Profiling

  • Understanding customer segmentation and profiling
  • Creating customer personas and profiles
  • Identifying high-value customer segments
  • Developing targeted marketing strategies

Module 6: Employee Engagement and Empowerment

  • The role of employees in delivering customer experience
  • Strategies for employee engagement and empowerment
  • Creating a customer-centric culture
  • Best practices for employee training and development

Module 7: Customer Experience Strategy and Governance

  • Developing a customer experience strategy
  • Establishing governance and accountability
  • Creating a customer experience roadmap
  • Best practices for change management and implementation

Module 8: Measuring and Optimizing Customer Experience

  • Metrics for measuring customer experience
  • Using Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
  • Analyzing and interpreting customer experience data
  • Strategies for optimizing and improving customer experience

Module 9: Creating a Customer-Centric Organization

  • Characteristics of a customer-centric organization
  • Strategies for creating a customer-centric culture
  • Best practices for leadership and management
  • Creating a customer-centric business model

Module 10: Capstone Project and Certification

  • Applying VoC strategies to a real-world project
  • Developing a comprehensive VoC plan
  • Presenting and defending the project
  • Receiving certification upon completion


Certificate of Completion

Upon completing the course, participants will receive a certificate issued by The Art of Service, demonstrating their mastery of Voice of Customer (VoC) strategies and their ability to unlock customer insights to drive business growth.

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