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The Voice of Customer (VOC) Techniques
Basics of the Voice of Customer
What is the Voice of Customer? (1:22)
Important! Additional Instructions (0:57)
Quiz 01 - What is the Voice of Customer?
What is a Customer? (1:00)
Quiz 02 - What is a Customer?
Customer Segmentation
How can we segment Customers? (1:26)
Quiz 03 - How can we segment Customers?
Significance of Internal and External Customers (1:53)
Quiz 04 - Significance of Internal and External Customers
Customer Segmentation by Demographics (2:16)
Quiz 05 - Customer Segmentation by Demographics
The Kellogg's Case Study (2:37)
Quiz 06 - The Kellogg's Case Study
Customer Feedback
Approach to capture Customer Feedback (1:40)
Quiz 07 - Approach to capture Customer Feedback
Ways to capture Customer Feedback (3:01)
Quiz 08 - Ways to capture Customer Feedback
New Age VOC Collection Methods_Part 01 (3:34)
Quiz 09 - New Age VOC Collection Methods_Part 01
New Age VOC Collection Methods_Part 02 (2:28)
Quiz 10 - New Age VOC Collection Methods_Part 02
Impact of Social Media on VOC techniques: Real Life Examples
Real Life Examples of VOC Capture on Social Media_Part 01 (3:24)
Real Life Examples of VOC Capture on Social Media_Part 02 (3:46)
Summary
What did we learn from this training? (3:00)
Quiz 11 - Final Quiz
AIGPE VOC Techniques Specialist Certification Exam Guidelines and Link
AIGPE VOC Techniques Specialist Certification Exam Guidelines and Link
The Kellogg's Case Study
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