Voice of the Customer (VoC): Enhancing Experiences
- Offered byCoursera
Voice of the Customer (VoC): Enhancing Experiences at Coursera Overview
Duration | 2 hours |
Start from | Start Now |
Total fee | Free |
Mode of learning | Online |
Official Website | Explore Free Course  |
Credential | Certificate |
Voice of the Customer (VoC): Enhancing Experiences at Coursera Highlights
- Earn a certificate of completion
- Add to your LinkedIn profile
- 1 assignment
Voice of the Customer (VoC): Enhancing Experiences at Coursera Course details
- 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
- 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
- Participants in this course will gain a comprehensive understanding of VoC principles and their role in enhancing customer engagement
- They will learn essential skills, including customer-centric decision-making, effective communication, and data collection and analysis
Voice of the Customer (VoC): Enhancing Experiences at Coursera Curriculum
Voice of the Customer (VoC): Enhancing Experiences
Introduction and Welcome
Understanding the Voice of the Customer (VoC)
How do we Listen to the Customer? (Methods of Collecting Data)
Measuring the Customer's Voice (Acting on the Data Collected)
Customer Feedback Surveys: Introduction
Focus Groups and Interviews: A Deeper Understanding of the Customer
Social Media: The Evolving Frontier of Customer Engagement
The Moments of Truth: Transformation of an airline by Listening to the Customers
The Customer at the Heart of Everything
A Customer-Centric Culture: Values and Skills in Motion
The Experience of Co-Creating
The Challenge of Continuous Improvement
Welcome to the Course: Lesson Overview
Voice of Customer (VOC): Why your businesses should listen?
How to Use VoC Data to Grow your Brand?
Forbes Customer Experience All Stars
Final Assessment
Voice of the Customer (VoC): Enhancing Experiences at Coursera Admission Process
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