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  • Voice of Customer Analysis: SESSION-37.1

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    Swarnalata Dash
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    The document discusses methods for understanding customer expectations including analyzing customer complaints to gain insights, conducting focus groups to understand experiences with competitors, holding management-frontline forums to ask questions without explanations, using customer panels, beta groups, and segment groups, conducting customer contact programs and satisfaction analyses, call monitoring in call centers, and collecting data from trade associations, surveys, point-of-sale systems, and blog sites. The goal is for organizations to understand customer requirements in order to deliver desired goods and services.

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    Original Title

    Session 37

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    The document discusses methods for understanding customer expectations including analyzing customer complaints to gain insights, conducting focus groups to understand experiences with competitors, holding management-frontline forums to ask questions without explanations, using customer panels, beta groups, and segment groups, conducting customer contact programs and satisfaction analyses, call monitoring in call centers, and collecting data from trade associations, surveys, point-of-sale systems, and blog sites. The goal is for organizations to understand customer requirements in order to deliver desired goods and services.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    4 views9 pages

    Voice of Customer Analysis: SESSION-37.1

    Uploaded by

    Swarnalata Dash
    The document discusses methods for understanding customer expectations including analyzing customer complaints to gain insights, conducting focus groups to understand experiences with competitors, holding management-frontline forums to ask questions without explanations, using customer panels, beta groups, and segment groups, conducting customer contact programs and satisfaction analyses, call monitoring in call centers, and collecting data from trade associations, surveys, point-of-sale systems, and blog sites. The goal is for organizations to understand customer requirements in order to deliver desired goods and services.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    of 9

    VOICE OF CUSTOMER ANALYSIS SESSION-37.

    Concepts
    The starting block for any organization is to understand customer expectations, understand customers requirements and respond accordingly so that they can deliver the goods/services the customers need.

    Methodologies
    Strategic use of complaints analysis of these complaints can give insights into customers expectations and helps in service recovery

    Methodologies
    Focus group interviews To find out actual experience/expectation from product and services of the company competitors

    and its

    Methodologies
    Management-front line contact forums Management team will ask clarifying questions No explanation will be offered

    Methodologies
    Customer panels Beta group Segment group

    Methodologies
    Customer contact programs Customer satisfaction and perception gap analysis

    Methodologies
    Call barge in call centers having voice loggers

    Methodologies Other sources for gathering customer data Trade associations surveys Point of sale data Blog site

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