Voice of the Customer

Connecting to your customer is the start of defining your future.

top Overview

The VOICE OF THE CUSTOMER 2 day Short Course is to designed to address how your organisation seeks to engage customers with a focus on;

  1. Meeting customer needs
  2. Building relationships
  3. Demonstrating loyalty in your brand and product offerings

Customer engagement is an important outcome of an overall customer focus, customer listening and learning and performance excellence strategy. Your customer satisfaction and dissatisfaction results provide critical information for understanding your customers and the market place.

The term VOICE OF THE CUSTOMER refers to the quality principles and behaviours that embody how your organisation and your people are expected to operate to serve and build customer relationships. VOICE OF THE CUSTOMER processes are expected to be pro-active and continuously innovative to capture stated and unstated and anticipated customer requirements, expectations and desires. The ultimate goal is to achieve customer engagement which can be measured via the Net Promoters Score.

top Topics Covered

  1. The customer view
  2. The market view
  3. The comprehensive view----Voice of the Customer -----using a systems approach
  4. Customer drivers-----requirements, expectations and desires
  5. The PARETO concept applied to customer drivers
  6. Market place behaviours  and the consequence
  7. Obtaining data from customers
  8. Using the data obtained from customers
  9. Customer listening devices
  10. Determining customer satisfaction
  11. Analysis and use of the data
  12. Determining customer engagement
  13. The HOUSE OF QUALITY
  14. Specific versus ambiguous requirement definition
  15. Criticality of Value
  16. Application to internal groups
  17. Customer data sets
  18. How to get access to data sets
  19. KANO analysis
  20. Selection Matrix
  21. NET PROTERS SCORE

top Who should attend

  • Relationship managers and customer service representatives who interact with a variety of people
  • Team leaders who want to focus their marketing, sales or customer service teams more strongly on customer relationships
  • Anyone who is interested in or involved with customers will benefit from this Short Course

top Outcomes

At the close of this 2 day short course you will be able to:

  • Identify who is your customer
  • Identify what your customers vale
  • Set priorities and goals consistent with the core customer requirements
  • Determine which core elements you can profitably meet