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Voice of Customer VOC Implementation and Analysis Training

Voice of Customer VOC Implementation and Analysis Training

$199.00
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Course access is prepared after purchase and delivered via email
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Includes a practical, ready-to-use toolkit with implementation templates, worksheets, checklists, and decision-support materials so you can apply what you learn immediately - no additional setup required.
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Voice of Customer (VOC) Implementation and Analysis Training



Course Overview

This comprehensive course is designed to equip participants with the knowledge and skills necessary to effectively implement and analyze Voice of Customer (VOC) programs. Through a combination of interactive lessons, real-world examples, and hands-on projects, participants will gain a deep understanding of VOC principles and practices.



Course Objectives

  • Understand the principles and benefits of VOC
  • Design and implement a VOC program
  • Collect and analyze customer feedback
  • Identify and prioritize customer needs and preferences
  • Develop actionable insights to drive business decisions
  • Measure and track VOC metrics and ROI


Course Outline

Module 1: Introduction to Voice of Customer (VOC)

  • Defining VOC and its importance
  • Benefits of VOC programs
  • Common VOC methodologies and tools
  • Best practices for VOC implementation

Module 2: VOC Program Design and Planning

  • Defining VOC program objectives and scope
  • Identifying target customer segments
  • Selecting VOC methodologies and tools
  • Developing a VOC program roadmap

Module 3: Customer Feedback Collection

  • Survey design and implementation
  • Focus group facilitation techniques
  • Social media listening and sentiment analysis
  • Other VOC data collection methods

Module 4: VOC Data Analysis and Insights

  • Qualitative and quantitative analysis techniques
  • Identifying customer needs and preferences
  • Prioritizing VOC insights
  • Developing actionable recommendations

Module 5: VOC Metrics and ROI

  • Defining VOC metrics and KPIs
  • Measuring VOC program effectiveness
  • Calculating VOC ROI
  • Using VOC insights to drive business decisions

Module 6: VOC Program Implementation and Rollout

  • Developing a VOC program implementation plan
  • Rolling out VOC programs across the organization
  • Training stakeholders on VOC principles and practices
  • Ensuring VOC program sustainability

Module 7: Advanced VOC Topics

  • Using VOC to drive product development and innovation
  • Integrating VOC with other business functions (e.g., CRM, marketing)
  • Using VOC to inform customer experience strategies
  • Leveraging VOC for competitive advantage

Module 8: VOC Case Studies and Best Practices

  • Real-world VOC program examples
  • Lessons learned from VOC program successes and failures
  • Best practices for VOC program design, implementation, and analysis
  • Emerging trends and innovations in VOC


Course Features

  • Interactive Lessons: Engaging video lessons with quizzes and assessments
  • Hands-on Projects: Practical exercises to apply VOC principles and practices
  • Bite-sized Lessons: Short, focused lessons for easy learning
  • Lifetime Access: Access course materials for a lifetime
  • Certification: Receive a certificate upon completion issued by The Art of Service
  • Flexible Learning: Learn at your own pace, anytime, anywhere
  • User-friendly: Easy-to-use platform with mobile accessibility
  • Community-driven: Discussion forums and community support
  • Gamification: Engaging gamification elements to enhance learning
  • Progress Tracking: Track your progress and stay motivated


Certification

Upon completion of this course, participants will receive a certificate issued by The Art of Service, recognizing their expertise in VOC implementation and analysis.

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