Enhance Customer Experience & Insights
Voice of Customer: gather insights, analyze feedback & drive decisions. Turn customer voices into business wins. #CustomerSuccess
Voice of Customer: gather insights, analyze feedback & drive decisions. Turn customer voices into business wins. #CustomerSuccess
This comprehensive course explores the Voice of the Customer (VoC) practice in today's dynamic marketplace. Designed for business professionals, it provides essential tools and strategies for collecting and analyzing customer feedback. Participants learn to implement VoC principles to enhance customer engagement, drive decision-making, and foster continuous improvement. Through real-world case studies from companies like JetBlue and Amazon, the course demonstrates how VoC practices can improve customer satisfaction and product development. The program emphasizes building a customer-centric culture and developing effective communication channels for deeper customer connections.
4.8
(45 ratings)
2,419 already enrolled
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What you'll learn
Analyze key concepts, benefits and frameworks of the VoC practice
Identify and analyze core customer feedback collection methods and data
Apply VoC principles to improve organizational collaboration and decision making
Implement effective customer feedback collection strategies
Develop customer-centric culture within organizations
Skills you'll gain
This course includes:
64 Minutes PreRecorded video
1 assignment
Access on Mobile, Tablet, Desktop
FullTime access
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There is 1 module in this course
This comprehensive course focuses on Voice of the Customer (VoC) practices in today's global marketplace. The curriculum covers essential aspects of customer feedback collection, analysis, and implementation. Students learn various methods of gathering customer insights, including surveys, focus groups, and social media monitoring. The course emphasizes building a customer-centric culture and applying VoC principles for continuous improvement. Through case studies and practical examples, participants develop skills in customer engagement, data analysis, and strategic decision-making.
Voice of the Customer (VoC): Enhancing Experiences
Module 1 · 2 Hours to complete
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Instructor
Veteran Leadership Coach Brings 35+ Years of Global Business Expertise to Professional Development
Hector Sandoval is a distinguished leadership effectiveness coach and consultant with over three decades of international business experience. As a former executive turned professional coach since 2012, he developed the innovative LeadER Model for leadership development. His expertise spans multiple disciplines, including customer service, operations, commercial partnerships, and organizational development. Currently, Sandoval shares his knowledge through various platforms, including Coursera, where he teaches courses ranging from active listening and brand management to industrial relations and corporate communications. His approach to leadership development emphasizes effective communication and practical solutions, particularly in creating high-performance environments and developing talent. Through his coaching practice, he helps leaders bridge behavioral gaps and improve organizational effectiveness, drawing from his extensive experience in crisis management, business transformation, and corporate communications.
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4.8 course rating
45 ratings
Frequently asked questions
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