Название: From Voices to Results - Voice of Customer Questions, Tools and Analysis
Автор: Robert Coppenhaver
Издательство: Packt Publishing
Год: 2018
ISBN: 9781783001446
Формат: epub, mobi, azw3
Страниц: 218
Размер: 21,5 mb
Язык: English

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