Voice of the Customer (VoC): Enhancing Experiences

In today's global, local, and highly personalized marketplaces, the customer experience is no longer transactional and one-sided.

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. Segment 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

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