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Learner Reviews & Feedback for Voice of the Customer (VoC): Enhancing Experiences by Coursera Instructor Network
98 ratings
About the Course
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.
Top reviews
AL
Feb 8, 2025
Well explained course to understand the modern VoC approach and the importance to data gathering to ensure success to the companies. The videos are concise and an excellent speaker.
JR
Jan 21, 2025
Very instructional course, I have always been intrigued by customer service. This is a whole new level of customer satisfaction! Great course to take! highly recommended.
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26 - 27 of 27 Reviews for Voice of the Customer (VoC): Enhancing Experiences
By Rob L
•Oct 7, 2024
It is a good course for learning the foundations of VoC.
By Jemima S
•Feb 24, 2024
really insightful