Course curriculum

    1. Segment 1 - Introduction and Welcome

    2. Segment 2 - Understanding the Voice of the Customer (VoC)

    3. Segment 3 - How do we Listen to the Customer - (Methods of Collecting Data)

    4. Segment 4 - Measuring the Customer's Voice (Acting on the Data Collected)

    1. Segment 5 - Customer Feedback Surveys - Introduction

    2. Segment 6 - Focus Groups and Interviews - A Deeper Understanding of the Customer

    3. Segment 7 - Social Media - The Evolving Frontier of Customer Engagement

    4. Segment 8 - The Moments of Truth - Transformation of an airline by Listening to the Customers 

    1. Segmenting 9 - The Customer at the Heart of Everything

    2. Segment 10 - A Customer-Centric Culture, values and skills in motion

    3. Segment 11 - The Experience of Co-Creating

    4. Segment 12 - The Challenge of Continuous Improvement

About this course

  • Free
  • 12 lessons
  • 1 hour of video content

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