Voice Of The Customer

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 Voice of Customer (VoC) is one of the most popular forms of market research that combines both quantitative and qualitative methods. This book is about developing a deeper knowledge of your customers and understanding their articulated and unarticulated needs. Doing so requires engaging with customers in a meaningful and substantive way – something that is becoming more and more important with the rise of the increasingly connected world. This book gives you a framework to understand what products and features your customers need, or will need in the future. It provides the tools to conduct a VoC program and suggests how to take the customer input and turn it into successful products. This book also explains how to position and price your products in the market, and demonstrates ROI to the management team to get your product development funded. 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 how to collect the voice of the customer, with examples and templates for interviewing and surveying them. What you will learn Learn why customer input is so critical for the product's success Discover the articulated and unarticulated needs of your customers Deploy an effective VoC program in your organization Learn which tools and methods you need to set up a successful VoC program Interview customers – where, how many, and who Create an interview guide and roles in the interview process Translate the customer input into your product specifications Integrate VoC into your marketing campaigns and pricing process 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.

Discover All the Advantages of Using Design for Six Sigma to Develop and Build Customer Value-Based Products Voice of the Customer Capture and Analysis equips Six Sigma you with the skills needed to create and deploy surveys, capture real customers need with ethnographic methods, immediately analyze the results, and coordinate and drive responsive actions. Quality expert Kai Yang explains how to utilize the statistical methods of Design for Six Sigma to identify key customer needs and assess the cost of poor quality. He then shows how to design robust products to meet those needs, optimize product life cycles, and accurately validate their findings. Voice of the Customer Capture and Analysis features a wealth of information on Six Sigma and value creation...customer survey design, administration, and analysis...ethnographic research...process management and Lean Product Development...the deployment of customer value into products-DFSS...and value engineering. This product design tool enables you to: Minimize sources of response and measurement error Discern customer preferences Design VOC research to minimize mistranslation Respond to analytical implications of VOC data Optimize design to decrease sensitivity of CTQs to process parameters With the help of Voice of the Customer Capture and Analysis, you can now acquire the skills needed to truly understand a customer's wants and needs, in order to develop and build optimal products. Most Design for Six Sigma product development teams fall short of truly understanding their customers' want and needs until it is too late. Market research studies and reports simply do not provide sufficient guidance. Today's Six Sigma practitioners need a comprehensive approach to designing and building customer value-based products. Voice of the Customer Capture and Analysis now gives you the ability to create and deploy surveys, capture real voice of the customer in the field, immediately analyze the results, and coordinate and drive responsive actions. This powerful product-development tool demonstrates how to utilize the statistical methods of Design for Six Sigma to identify key customer needs ...assess the cost of poor quality...design robust products to meet those needs...optimize product life cycles...and accurately validate their findings. By using the expert methods, strategies, and guidelines presented in Voice of the Customer Capture and Analysis, you can: Harness VOC data to create value-based products Employ Design for Six Sigma to optimize value creation Become proactive in gathering VOC information Improve customer survey design, administration, and analysis Accurately process VOC data Deploy customer value into products-DFSS Perform effective quality function deployment (QFD) Get the most out of value engineering Capitalize on creative design methods Utilize process management and Lean Product Development Apply statistical techniques and Six Sigma metrics This wide-ranging resource will give you the ability to minimize sources of response and measurement error ...clearly discern customer preferences...design VOC research to minimize the perils of mistranslation...respond to analytical implications of VOC data ...and optimize design to decrease sensitivity of CTQs to process parameters. Comprehensive and authoritative, Voice of the Customer Capture and Analysis provides you with all the tools you need to fully understand customer needs and wants_and then develop and build outstanding products that meet, or exceed, customer expectations.

Learn how you can use the revolutionary five-step marketing process that helped Microsoft, NBC Universal, and IBM achieve double-digit increases in sales. "When HP uses the Voice of the Customer methodology, our marketing campaign results improve dramatically: response rates improve 3X to 10x, sales increase 2x or more, and we can spend far less to get great results. When we don’t use VOC, our results can suffer greatly." -Garry Dawson, Hewlett-Packard, Americas Advertising and Direct Marketing Manager "Ernan is a leading expert in creating disciplined “Voice of Customer” driven marketing processes. If you want to move from just talking about VOC to being a leader in implementing it, you must read this book." -Fred Neil, Global Head of CRM, Dell "The clearest and best book yet published on the subject of Voice of the Customer marketing principles. In this hands-on tutorial, Ernan takes you through the steps that can transform your business, putting your customers at the center of defining what is relevant and what will drive deeper engagement." -Bernd Schmitt, Professor, Columbia Business School, Author of Customer Experience Management and Big Think Strategy In Voice of the Customer Marketing, Ernan Roman, the award-winning marketing guru who created the IDM (Integrated Direct Marketing) and Opt-in marketing methodologies shows you a proven, step-by-step process for understanding the expectations of your customers and prospects for more effective relationships and deeper levels of value. He then demonstrates how to use these insights to develop high impact, high return relationship marketing strategies and action plans which generate consistent double-digit increases in response and sales. The book's numerous case studies demonstrate the most effective uses of Voice of the Customer marketing in action, and the most frequent mistakes marketers make-trying to "manage" customers rather than continually engaging them. This book is essential reading for all marketers, whether in Fortune or Growth sized companies, who want dramatic increases in sales and marketing effectiveness.

The ultimate guide to customer satisfaction, from the people who understand it better than anyone For nearly forty years, J. D. Power and Associates has been synonymous with measuring customer satisfaction and helping businesses understand what customers really want. Now two of the company's senior executives, Chris Denove and James D. Power IV, unlock the vault on decades of closely guarded research data?and insights previously available only to the firm's clients. This is the first book that really explains how great companies like Lexus, UPS, JetBlue, and Enterprise Rent-A-Car get it right, delivering consistently high customer satisfaction and translating it into profitable growth. It will teach you, for instance, how to: -Understand the financial link between satisfaction and profits -Turn customers who are simply ?satisfied? into vocal advocates - Empower frontline employees to do the right thing - Use problem resolution as an opportunity to make new fans Satisfaction offers advice for companies large or small, for product manufacturers, service providers, and retailers alike. It delivers not just a stockpile of customer research, but a road map to developing specific policies and processes. It also tells fascinating stories of companies that don't just talk the talk, but walk the walk every day—and of other companies that ignored the voice of the customer, with dire consequences.

Work with business scenarios and discover best practices to get the most out of Microsoft Forms and Microsoft Dynamics 365 Customer Voice Key FeaturesExplore step-by-step instructions to integrate surveys with Microsoft 365 appsAutomate surveys and follow-up actions from survey results using Microsoft FormsCreate custom report dashboards and explore advanced analytics for managing insightsBook Description Microsoft Forms and Dynamics 365 Customer Voice enable organizations to collect and analyze feedback from employees and customers, helping developers to integrate their feedback and business users to collect feedback that will guide them to develop customer-centric solutions. This book takes a hands-on approach to leveraging Microsoft Forms and Dynamics 365 Customer Voice capabilities for common feedback scenarios and covers best practices and tips and tricks to have your solution up and running in no time. You'll start by exploring common scenarios where organizations collect feedback from employees and customers and implement end-to-end solutions with Forms. You'll then discover how to create surveys and get to grips with different configuration options commonly used for each scenario. Throughout the book, you'll also find sample questions and step-by-step instructions for integrating the survey with related technology such as Microsoft Teams, Power Automate, and Power BI for an end-to-end scenario. By the end of this Microsoft book, you'll be able to build and deploy your complete solution using Microsoft Forms and Dynamics 365 Customer Voice, allowing you to listen to customers or employees, interpret their feedback, take timely follow-up action, and monitor results. What you will learnGet up and running with Microsoft Forms and Dynamics 365 Customer Voice servicesExplore common feedback scenarios and survey best practices Understand how to administer Microsoft Forms and Dynamics 365 Customer VoiceUse Microsoft Forms or Dynamics 365 Customer Voice to monitor your survey resultsSet up the Microsoft Forms app for Teams for conducting live pollsAutomate feedback collection and follow-up actionsWho this book is for This book is for business users who want to increase customer and employee engagement and collect data for measuring user satisfaction and driving product and process improvements. Beginner-level knowledge of Microsoft products such as Office 365 (including Teams, Outlook, and Excel) is expected. The book also includes advanced topics for citizen developers to automate sending Customer Voice surveys, follow-up actions, and creating custom dashboards using Microsoft Power Platform applications like Power Automate and Power BI.

Typically, when companies want to improve their products, they go to their customers. But why not reach further and explore the entire market? In this eye-opening book, Eric Reidenbach goes beyond the "voice of the customer" that so many consultants talk about to introduce you to a groundbreaking concept: the Voice of the Market. Like most business

Cisco Unified Customer Voice Portal Building Unified Contact Centers Rue Green, CCIE® No. 9269 The definitive guide to deploying Cisco Unified Customer Voice Portal IVRs in any contact center environment Thousands of companies are replacing legacy ACD/TDM-based contact centers with pure IP-based unified contact center solutions. One of these solutions is quickly earning market leadership: Cisco Unified Customer Voice Portal (CVP). Now, one of the leading Cisco CVP experts brings together everything network and telephony professionals need to successfully implement production Interactive Voice Response (IVR) solutions with CVP: architectural guidelines, deployment best practices, detailed insights for design and sizing, and more. CCIE Rue Green guides you through designing unified contact centers with CVP, and deploying proven infrastructures to support your designs. The author first explains CVP’s architecture, outlining its key advantages and opportunities for integration and illuminating the design challenges it presents. Next, he guides you through addressing each of these challenges, covering all CVP components and tools and offering detailed insights available in no other book. Using this book’s detailed working configurations and examples, you can minimize configuration errors, reduce downtime, strengthen monitoring, and drive maximum value from any CVP-based unified call center solution. Rue Green, CCIE No. 9269 (Routing & Switching and Voice), CISSP, MCSE, MCITP is a Technical Leader for the Customer Collaboration Service Line within Cisco Advanced Services, where he focuses on unified contact center architectures and deployment methodologies. He currently acts in a delivery architect role for Unified CVP, Unified ICM, and Cisco Unified Communications Manager for Unified Contact Center Solutions. He has spent the last 21 years working within different roles related to the architecture, design, and implementation of large voice and data networks, including several years working with complex contact center solutions. · Discover CVP’s powerful capabilities and advantages · Understand how CVP’s components fit together into a unified architecture · Utilize CVP native components: Call Server, VXML Server, Reporting Server, Operations Console Server, and Cisco Unified Call Studio · Integrate non-native components such as IOS devices, Unified ICM, UCM, content load balancers, and third-party servers · Choose the right deployment model for your organization · Implement detailed call flows for Standalone, Call Director, Comprehensive, and VRU-only deployment models · Design Unified CVP for high availability · Efficiently deliver media via streaming, caching, and other techniques · Address crucial sizing, QoS, network latency, and security considerations · Successfully upgrade from older versions or H.323 platforms · Isolate and troubleshoot faults in native and non-native CVP components · Design virtualized Unified CVP deployments using UCS This IP communications book is part of the Cisco Press® Networking Technology Series. IP communications titles from Cisco Press help networking professionals understand voice and IP telephony technologies, plan and design converged networks, and implement network solutions for increased productivity.

Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.