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Voice of the Customer: Toolkit
Rating: 4.7 out of 5(750 ratings)
6,916 students

Voice of the Customer: Toolkit

The step by step guide to improving your customers experiences and the tools that support this work to more satisfaction
Created byBusiness Improvement Solutions
Last updated 11/2025
English

What you'll learn

  • How to deliver effective voice of the customer activities and exercises
  • How to deliver effective voice of the customer tools and techniques
  • You will understand how to grasp your customer needs and wants better
  • You will be able to improve customer satisfaction scores
  • Better customer journeys and experiences can lead to more sales of your products and services
  • Ensuring your customers feel listened to will improve your customer retention metrics
  • You'll be able to build better KPIs and SLAs, designed with your customer wants in mind
  • Increase customer engagement with your products and services, generating more useful feedback and insight
  • Become a customer centric organization, something customers, consumers and clients REALLY appreciate
  • Learn knowledge you can spread across other parts of your organization

Course content

5 sections • 52 lectures • 3h 42m total length

  • Introduction1:41

    In this video we will introduce the course by looking at what will be covered and the purpose of this course.

  • Disclaimer0:57

    A quick disclaimer before we begin.

  • What is the purpose of this course?2:44

    In this video we will explore the purpose of this course.

Requirements

  • None. We will work with you throughout the course
  • No prior voice of the customer knowledge is required
  • Course built to be open to all levels
  • Reach out to me (email/LinkedIn) if you need an assistance

Description

Understanding your customer is VITAL if you are to continue to provide them with a service or product that satisfies their needs and requirements. In an increasingly competitive and innovative marketplace, those companies that do not put their customers front and centre of their improvement efforts will be the ones left behind and, ultimately, won't be in the marketplace in the future. How can you improve your customer journey, your customer experience and how your customer views your products and service if you do not know what they are thinking?

In this course, we come at this from 2 angles. Firstly, identify how you can get customer data in front of you to start with. Secondly, what to do with that customer data once you have it. It is all about mapping this data, tracking it, cutting it up into segments etc. so you are truly aware of what your customer is thinking. We will cover the following:

- What is Lean Six Sigma?

- What does the concept "Voice of the Customer" actually mean?

- Customer segmentation tool.

- Types and sources of customer data tool.

- Interviews tool.

- Point of use observation tool.

- Focus groups tool.

- Surveys tool.

- Kano Analysis tool.

- Critical to Quality Tree tool.

We will explore what these tools are, how to conduct them and for those with which it can be applied, give LIVE demonstrations of how these tools work in practice.

At the end of this course you will understand clearly how to source data from your customers and what to do with this data for the benefit of your improvement efforts.

Who this course is for:

  • Anyone currently working for a company who wants to improve the experience of their customers
  • Anyone who owns a business / manages a department and wants to improve customer satisfaction and engagement
  • Anyone who wants to upskill in this field as voice of the customer activities are skills HIGHLY in demand
  • Anyone who wants to leave the course with full confidence in delivering this topic

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