IIRF Online > Marketing > Other Marketing > Customer Experience Management > Voice of the Customer (VoC): Enhancing Experiences
Voice of the Customer (VoC): Enhancing Experiences by Coursera
Course Highlights
- 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
Skills you will learn!
Curriculum
17 Topics
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
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