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Back to Voice of the Customer (VoC): Enhancing Experiences

Learner Reviews & Feedback for Voice of the Customer (VoC): Enhancing Experiences by Coursera Instructor Network

4.8
stars
75 ratings

About the Course

In today's rapidly evolving global and personalized marketplaces, delivering exceptional customer experiences is no longer a one-time transaction but a continuous process. To thrive in this dynamic landscape, organizations must harness the power of the Voice of the Customer (VoC) – a practice that involves actively listening to customers to understand their preferences, needs, and feedback. This course equips participants with the tools, methods, and strategies to not only collect valuable customer insights but also to cultivate a customer-centric culture within their organizations. By examining real-world case studies and examples from industry leaders like JetBlue, Zappos, and Amazon, participants will learn how VoC practices can drive improvements in customer satisfaction, decision-making, and product/service development. Participants in this course will gain a comprehensive understanding of VoC principles and their role in enhancing customer engagement. They will learn essential skills, including customer-centric decision-making, effective communication, and data collection and analysis. By diversifying customer engagement channels and actively seeking customer feedback, organizations can better align their products, services, and brands with their customer segments, ultimately leading to increased loyalty and success in a highly competitive market. Moreover, this course emphasizes the importance of fostering a customer-centric culture, where collaboration, transparency, and openness are integral values, enabling organizations to connect deeply with their customers and drive continuous improvement. This course is tailored for team leaders, supervisors, and managers responsible for individuals and teams, as well as professionals in HR, Labor Relations, and Learning and Development functions. It assumes a basic knowledge of marketing, brands, and customer service and is suitable for staff and managers involved in product and service design, development, sales, and service. Upon completing this course, participants will be able to analyze key concepts, benefits, and frameworks of the VoC practice. They will also identify and evaluate core customer feedback collection methods and data. Additionally, participants will gain the skills to apply VoC principles within their organizations to improve collaboration, decision-making, and continuous improvement. The course includes assessments such as in-video questions, practice quizzes, and a graded assessment to validate participants' learning outcomes and understanding of VoC and customer-centric culture principles....

Top reviews

JR

Jan 22, 2025

Very instructional course, I have always been intrigued by customer service. This is a whole new level of customer satisfaction! Great course to take! highly recommended.

FR

Feb 4, 2025

It gives good information about continuous improving customer relations by surveys and social media focus groups

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1 - 20 of 20 Reviews for Voice of the Customer (VoC): Enhancing Experiences

By Humberto V

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Aug 29, 2024

The Voice of the Customer Curse provides a valuable resource for individuals and organizations seeking to leverage customer feedback to enhance business performance. Hector Sandoval teaches us how to master the key VoC concepts and techniques and become enablers to position our organization on the path to success in today's competitive market.

By João S

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Nov 4, 2024

O curso de Voice of the Customer foi extremamente interessante e enriquecedor. O tutor abordou os temas de uma forma clara e envolvente. As dinâmicas e exemplos práticos tornaram a experiência ainda mais empolgante, e contribuiram para uma aprendizagem melhor.

By Gabi B

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Jan 12, 2024

Adorei o curso. Aprendi sobre assuntos que ainda não tiha ouvido falar, como Social Listening e PNL, por exemplo. O instrutor é bastante objetivo e amei o fato de ser um LXP e ter textos no meio do curso porque isso obriga você a parar e a prestar atenção.

By Ana K M L

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Feb 9, 2025

Well explained course to understand the modern VoC approach and the importance to data gathering to ensure success to the companies. The videos are concise and an excellent speaker.

By jon r

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Jan 22, 2025

Very instructional course, I have always been intrigued by customer service. This is a whole new level of customer satisfaction! Great course to take! highly recommended.

By Fatima R

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Feb 4, 2025

It gives good information about continuous improving customer relations by surveys and social media focus groups

By Alice S

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Aug 17, 2024

Smooth experience, useful for anyone who deals directly with customers. Moreover, it provides crucial inputs.

By Aatish N

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May 11, 2024

The course structure and the content is Excellent. Also it is delivered in a very engaging way. Great work !!

By Mabel A

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Nov 6, 2024

I love the class, the course instructor, the topics and all the course entails. Well done sir!

By Beata W O S

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Sep 27, 2024

Good introduction to the topic. I'd like to see more practical examples from real life.

By Felix J S L

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Mar 29, 2024

Como introducción es muy bueno, los conceptos son muy claros y simples de entender

By Gabriela N

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Dec 6, 2024

Lessons were very clear and straight to the point. Highly recommended!

By Alesya K

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May 5, 2024

Great course, short and informative!

By Mariana S

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Feb 3, 2025

Good foundational knowledge

By Gabriel T

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Feb 3, 2025

muito bom

By Chanchal M

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Sep 14, 2024

Great course. I would have loved more if I would have got few handy case studies to work on.

By Belen P

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Sep 3, 2024

It's a good basic course, sometimes a bit repetitive but can help set the knowledge.

By NAYRA Y D

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Feb 9, 2025

Me gustó, me gustaría haber realizado algo práctico también, todo fue teórico.

By Rob L

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Oct 7, 2024

It is a good course for learning the foundations of VoC.

By Jemima S

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Feb 25, 2024

really insightful