Voice of the Customer (VoC): Enhancing Experiences from Coursera

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. By diversifying customer engagement channels and actively seeking customer feedback, organizations can better align their products, services, and brands with their customer segments, ultimately leading to increased loyalty and success in a highly competitive market. Moreover, this course emphasizes the importance of fostering a customer-centric culture, where collaboration, transparency, and openness are integral values, enabling organizations to connect deeply with their customers and drive continuous improvement.

This course is tailored for team leaders, supervisors, and managers responsible for individuals and teams, as well as professionals in HR, Labor Relations, and Learning and Development functions. It assumes a basic knowledge of marketing, brands, and customer service and is suitable for staff and managers involved in product and service design, development, sales, and service.

Upon completing this course, participants will be able to analyze key concepts, benefits, and frameworks of the VoC practice. They will also identify and evaluate core customer feedback collection methods and data. Additionally, participants will gain the skills to apply VoC principles within their organizations to improve collaboration, decision-making, and continuous improvement. The course includes assessments such as in-video questions, practice quizzes, and a graded assessment to validate participants' learning outcomes and understanding of VoC and customer-centric culture principles.

What's inside

Syllabus

Voice of the Customer (VoC): Enhancing Experiences

In today's global, local, and highly personalized marketplaces, the customer experience is no longer transactional and one-sided. As technology evolves, providing the most personalized "experiences" when searching, buying, and consuming products and services, organizations need to create channels and methods to "Listen" to their customers.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Focuses on improving customer experiences through personalization in today's rapidly evolving global and personalized marketplaces

Taught by Hector Sandoval, a recognized expert in the field of customer experience

Specifically designed for team leaders, supervisors, and managers responsible for individuals and teams, as well as professionals in HR, Labor Relations, and Learning and Development functions

Provides a comprehensive understanding of Voice of the Customer (VoC) principles and their role in enhancing customer engagement

Helps participants develop essential skills, including customer-centric decision-making, effective communication, and data collection and analysis

Emphasizes the importance of fostering a customer-centric culture, where collaboration, transparency, and openness are integral values, enabling organizations to connect deeply with their customers and drive continuous improvement

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Voice of the Customer (VoC): Enhancing Experiences with these activities:

Review Customer Service Skills

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Enhance your understanding of core customer service principles and techniques.

Browse courses on Customer Service

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Revisit key concepts of customer service, such as active listening, empathy, and problem-solving.
Review real-world customer service examples to understand best practices and identify areas for improvement.

Facilitate a Discussion on VoC Best Practices

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Enhance your communication and facilitation skills while sharing and discussing VoC best practices with your peers.

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Prepare a presentation on a specific VoC best practice or case study.
Lead a group discussion, encouraging active participation and knowledge sharing among your peers.

Attend a Customer Experience Conference

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Expand your knowledge and network by connecting with industry experts and learning about the latest VoC trends.

Browse courses on Customer Experience

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Research and identify a relevant customer experience conference to attend.
Register for the conference and actively participate in sessions and workshops.
Network with speakers, attendees, and other professionals in the field.

Four other activities

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Analyze Customer Feedback Data

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Strengthen your analytical skills by practicing the analysis of customer feedback data using real-world datasets.

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Obtain a dataset of customer feedback data from a public source or through your professional network.
Clean and prepare the data for analysis.
Use statistical techniques and visualization tools to identify patterns, trends, and insights in the data.
Create a report that summarizes your findings and provides recommendations for improvement.

Write a Case Study on VoC Implementation

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Demonstrate your ability to apply VoC principles by creating a case study that analyzes a real-world VoC implementation.

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Identify a company or organization that has successfully implemented VoC practices.
Collect data and conduct interviews to gather insights into their VoC strategy.
Analyze the data and identify key findings and recommendations.
Write a comprehensive case study that outlines the VoC implementation process, results, and lessons learned.

Contribute to an Open-Source Customer Feedback Platform

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Gain hands-on experience in VoC technology and contribute to the community by making improvements to an open-source customer feedback platform.

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Identify an open-source customer feedback platform that aligns with your skills and interests.
Review the documentation and codebase to understand the platform's functionality.
Identify an area for improvement or a new feature that you can contribute.
Create a pull request and submit your changes to the platform's repository.

Develop a Customer Experience Strategy

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Apply your knowledge of VoC principles to create a comprehensive customer experience strategy for a specific organization.

Browse courses on Customer Journey Mapping

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Conduct a thorough analysis of the organization's current customer experience.
Develop a vision and goals for the desired customer experience.
Identify key touchpoints and customer journey maps.
Create a plan for implementing the strategy, including timelines, resources, and metrics.

Career center

Learners who complete Voice of the Customer (VoC): Enhancing Experiences will develop knowledge and skills that may be useful to these careers:

Customer Service Manager

Customer Service Managers are responsible for overseeing the customer service department and ensuring that customers have a positive experience. This course can help Customer Service Managers to develop the skills they need to collect and analyze customer feedback, and to use that feedback to improve the customer experience. Additionally, this course can help Customer Service Managers to create a customer-centric culture within their organizations.

See salaries and explore the career path for Customer Service Manager

User Experience (UX) Designer

UX Designers are responsible for designing the user experience of products and services. This course can help UX Designers to develop the skills they need to collect and analyze customer feedback, and to use that feedback to design products and services that are easy to use and enjoyable to use. Additionally, this course can help UX Designers to understand the principles of customer-centricity and to apply those principles to their work.

See salaries and explore the career path for User Experience (UX) Designer

Market Research Analyst

Market Research Analysts collect and analyze data about customers and markets. This course can help Market Research Analysts to develop the skills they need to collect and analyze customer feedback, and to use that feedback to develop marketing strategies. Additionally, this course can help Market Research Analysts to understand the principles of customer-centricity and to apply those principles to their work.

See salaries and explore the career path for Market Research Analyst

Product Manager

Product Managers are responsible for developing and managing products. This course can help Product Managers to develop the skills they need to collect and analyze customer feedback, and to use that feedback to develop products that meet the needs of customers. Additionally, this course can help Product Managers to create a customer-centric culture within their organizations.

See salaries and explore the career path for Product Manager

Customer Success Manager

Customer Success Managers are responsible for ensuring that customers are successful in using products and services. This course can help Customer Success Managers to develop the skills they need to collect and analyze customer feedback, and to use that feedback to improve the customer experience. Additionally, this course can help Customer Success Managers to create a customer-centric culture within their organizations.

See salaries and explore the career path for Customer Success Manager

Public relations manager

Public Relations Managers are responsible for managing the public image of organizations. This course can help Public Relations Managers to develop the skills they need to collect and analyze customer feedback, and to use that feedback to improve the public image of their organizations. Additionally, this course can help Public Relations Managers to create a customer-centric culture within their organizations.

See salaries and explore the career path for Public relations manager

Business Analyst

Business Analysts are responsible for analyzing business processes and identifying areas for improvement. This course can help Business Analysts to develop the skills they need to collect and analyze customer feedback, and to use that feedback to identify areas for improvement in business processes. Additionally, this course can help Business Analysts to understand the principles of customer-centricity and to apply those principles to their work.

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Marketing Manager

Marketing Managers are responsible for developing and implementing marketing campaigns. This course can help Marketing Managers to develop the skills they need to collect and analyze customer feedback, and to use that feedback to develop marketing campaigns that are effective in reaching and engaging customers. Additionally, this course can help Marketing Managers to understand the principles of customer-centricity and to apply those principles to their work.

See salaries and explore the career path for Marketing Manager

Sales Manager

Sales Managers are responsible for leading and managing sales teams. This course can help Sales Managers to develop the skills they need to collect and analyze customer feedback, and to use that feedback to improve the sales process. Additionally, this course can help Sales Managers to create a customer-centric culture within their organizations.

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Account Manager

Account Managers are responsible for managing relationships with customers. This course can help Account Managers to develop the skills they need to collect and analyze customer feedback, and to use that feedback to improve the customer experience. Additionally, this course can help Account Managers to create a customer-centric culture within their organizations.

See salaries and explore the career path for Account Manager

Customer Experience Manager

Customer Experience Managers are responsible for improving the overall customer experience. This course can help Customer Experience Managers to develop the skills they need to collect and analyze customer feedback, and to use that feedback to improve the customer experience. Additionally, this course can help Customer Experience Managers to create a customer-centric culture within their organizations.

See salaries and explore the career path for Customer Experience Manager

Finance Manager

Finance Managers are responsible for managing the finances of organizations. This course may help Finance Managers to develop the skills they need to collect and analyze customer feedback, and to use that feedback to improve the finances of their organizations. Additionally, this course may help Finance Managers to understand the principles of customer-centricity and to apply those principles to their work.

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Operations Manager

Operations Managers are responsible for managing the operations of organizations. This course may help Operations Managers to develop the skills they need to collect and analyze customer feedback, and to use that feedback to improve the operations of their organizations. Additionally, this course may help Operations Managers to understand the principles of customer-centricity and to apply those principles to their work.

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Information Technology Manager

Information Technology Managers are responsible for managing the information technology of organizations. This course may help Information Technology Managers to develop the skills they need to collect and analyze customer feedback, and to use that feedback to improve the information technology of their organizations. Additionally, this course may help Information Technology Managers to understand the principles of customer-centricity and to apply those principles to their work.

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Human Resources Manager

Human Resources Managers are responsible for managing the human resources of organizations. This course may help Human Resources Managers to develop the skills they need to collect and analyze customer feedback, and to use that feedback to improve the human resources practices of their organizations. Additionally, this course may help Human Resources Managers to understand the principles of customer-centricity and to apply those principles to their work.

See salaries and explore the career path for Human Resources Manager