Voice of the Customer Training Course

Understanding the voice of your customer is one of the most vital components of any Business Improvement activity. However, it is also an essential tool for anyone looking to review and improve customer service and retention.

A good understanding of Voice of the Customer will help you identify what is important, or valuable, to the customer so that you can make clear steps towards improving that. It gives you a clear starting point and an appreciation of why your customers like or dislike your service.

Following the course you will be able to:

Understand why the Voice of the Customer is important.
Identify and segment your customers.
Know how to gather customer needs using existing and new information.
Identify the gap between what you think you’re delivering, and what your customers actually perceive.
Analyse your customer needs and translate them into precise, measurable requirements.

Voice of the Customer is an essential exercise for all businesses no matter what industry or sector they are in. For that reason, this course is appropriate for all, but is particularly important for those in an improvement role such as Business Improvement managers, marketers and those in customer relations roles.