From Voices to Results - Voice of Customer Questions, Tools and Analysis: Proven techniques for understanding and engaging with your customers

Robert Coppenhaver

  • 出版商: Packt Publishing
  • 出版日期: 2018-04-24
  • 售價: $1,433
  • 貴賓價: 9.5$1,361
  • 語言: 英文
  • 頁數: 218
  • 裝訂: Paperback
  • ISBN: 1783001445
  • ISBN-13: 9781783001446

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Make the right decisions about your products and services by listening effectively to the people that matter – your customers

Key Features

  • Understand the core components, processes and technologies available for a VOC initiative
  • Structure effective VOC programs and turn VOC into actionable product success
  • A handy guide to help you identify the hidden needs of your customers and strengthen your relationship with them

Book Description

This book is all about getting to know your customers – what they want and need, what they like and don't like. Voice of the Customer is one of the most popular forms of market research combining both quantitative and qualitative methods. This book shows you how to engage with customers and understand their wants and needs, likes and dislikes – something which is becoming more in more important with the rise of an increasingly connected world. The book addresses the problem of understanding your customer and engaging with those customers. It also targets people who want to know how to do an effective VOC capture and analysis. As with any engagement/research based initiative, there is also a concern with the ROI. This book shows you how to overcome this problem as well.

By the end of this book, you will have a thorough understanding of the relevant stages of a VOC project. It will show you how to devise an effective plan, direct the project to their objectives, and then show you how to collect the voice of the customer, with examples and templates for interviewing and surveying.

What you will learn

  • Understand different unarticulated needs of your customers
  • Deploy effective VOC in your organizations
  • Identify and understand the different tools and processes to set up a successful VOC program
  • Integrating your findings about your customers into successful products
  • Effectively utilize VOC for a successful launch of your product

Who This Book Is For

The book is for anyone who needs to get to know their customer, how they feel and what they think about a certain subject. If you are a stakeholder in any project responsible for customer relationships, this book will help you immensely. An awareness of VOC as a topic would be useful, although not essential.

Table of Contents

  1. Solving Problems and Driving Value with VoC
  2. VoC in the Product Development Process
  3. Laying the Groundwork
  4. Gathering the Customer Needs for Your Product
  5. The Interview Process – Preparation
  6. The Interview Process – The Interview
  7. Understanding the Customer's Voice
  8. Validating the Customer's Voice
  9. Completing the Circle – Using the Customer's Voice in Your Organization