Language: English | Size: 374 MB | Duration: 1h 7m
Tools to gather data on your customers to understand how they are currently experiencing your service / product.
What you'll learn
Voice of the customer
VOC tools
Lean Six Sigma
Lean Six Sigma Tools
Surveys
Interviews
Focus Groups
Requirements
No
Description
Understanding your customer is VITAL if you are to continue to provide them with a service or product that satisfies their needs and requirements. In an increasingly competitive and innovative marketplace, those companies that do not put their customers front and centre of their improvement efforts will be the ones left behind and, ultimately, won't be in the marketplace in the future. How can you improve your customer journey, your customer experience and how your customer views your products and service if you do not know what they are thinking?
In this course, we come at this from 2 angles. Firstly, identify how you can get customer data in front of you to start with. Secondly, what to do with that customer data once you have it. It is all about mapping this data, tracking it, cutting it up into segments etc. so you are truly aware of what your customer is thinking. We will cover the following
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FILE LIST
Filename
Size
~Get Your Files Here !/01 - Introduction/001 Introduction.mp4
4.8 MB
~Get Your Files Here !/01 - Introduction/001 Introduction_en.vtt
1.4 KB
~Get Your Files Here !/01 - Introduction/002 What is the purpose of this course.mp4
12.1 MB
~Get Your Files Here !/01 - Introduction/002 What is the purpose of this course_en.vtt
2.8 KB
~Get Your Files Here !/01 - Introduction/003 Disclaimer.mp4
828.4 KB
~Get Your Files Here !/01 - Introduction/003 Disclaimer_en.vtt
543 B
~Get Your Files Here !/01 - Introduction/39186320-February-Course-Promotions.pdf
164.3 KB
~Get Your Files Here !/02 - Lean Six Sigma An overview/001 What is Lean Six Sigma.mp4
16.9 MB
~Get Your Files Here !/02 - Lean Six Sigma An overview/001 What is Lean Six Sigma_en.vtt
2.7 KB
~Get Your Files Here !/02 - Lean Six Sigma An overview/002 DMAIC.mp4
21.2 MB
~Get Your Files Here !/02 - Lean Six Sigma An overview/002 DMAIC_en.vtt
4.6 KB
~Get Your Files Here !/02 - Lean Six Sigma An overview/003 What are the benefits of LSS & the toolkit.mp4
12.6 MB
~Get Your Files Here !/02 - Lean Six Sigma An overview/003 What are the benefits of LSS & the toolkit_en.vtt
2.3 KB
~Get Your Files Here !/02 - Lean Six Sigma An overview/004 Scenario to be used to explore the tools.mp4
6 MB
~Get Your Files Here !/02 - Lean Six Sigma An overview/004 Scenario to be used to explore the tools_en.vtt
1.3 KB
~Get Your Files Here !/03 - Voice of the Customer tools/001 Introduction to Voice of the Customer.mp4
15 MB
~Get Your Files Here !/03 - Voice of the Customer tools/001 Introduction to Voice of the Customer_en.vtt
2.4 KB
~Get Your Files Here !/03 - Voice of the Customer tools/002 Customer Segmentation.mp4
22.2 MB
~Get Your Files Here !/03 - Voice of the Customer tools/002 Customer Segmentation_en.vtt
4.7 KB
~Get Your Files Here !/03 - Voice of the Customer tools/003 Customer Segmentation Demonstration.mp4
14.6 MB
~Get Your Files Here !/03 - Voice of the Customer tools/003 Customer Segmentation Demonstration_en.vtt
5.9 KB
~Get Your Files Here !/03 - Voice of the Customer tools/004 Types and sources of customer data.mp4
27.3 MB
~Get Your Files Here !/03 - Voice of the Customer tools/004 Types and sources of customer data_en.vtt
7.5 KB
~Get Your Files Here !/03 - Voice of the Customer tools/005 Interviews.mp4
38.7 MB
~Get Your Files Here !/03 - Voice of the Customer tools/005 Interviews_en.vtt
8.7 KB
~Get Your Files Here !/03 - Voice of the Customer tools/006 Point of use observation.mp4
34.5 MB
~Get Your Files Here !/03 - Voice of the Customer tools/006 Point of use observation_en.vtt
7.5 KB
~Get Your Files Here !/03 - Voice of the Customer tools/007 Focus groups.mp4
31.1 MB
~Get Your Files Here !/03 - Voice of the Customer tools/007 Focus groups_en.vtt
6.8 KB
~Get Your Files Here !/03 - Voice of the Customer tools/008 Surveys.mp4
25.5 MB
~Get Your Files Here !/03 - Voice of the Customer tools/008 Surveys_en.vtt
6.2 KB
~Get Your Files Here !/03 - Voice of the Customer tools/009 Kano Analysis.mp4
23.7 MB
~Get Your Files Here !/03 - Voice of the Customer tools/009 Kano Analysis_en.vtt
4.2 KB
~Get Your Files Here !/03 - Voice of the Customer tools/010 Kano Analysis Demonstration.mp4
13.8 MB
~Get Your Files Here !/03 - Voice of the Customer tools/010 Kano Analysis Demonstration_en.vtt
5.7 KB
~Get Your Files Here !/03 - Voice of the Customer tools/011 Critical to quality tree.mp4
23.3 MB
~Get Your Files Here !/03 - Voice of the Customer tools/011 Critical to quality tree_en.vtt
4.7 KB
~Get Your Files Here !/03 - Voice of the Customer tools/012 Critical to quality tree Demonstration.mp4
6.5 MB
~Get Your Files Here !/03 - Voice of the Customer tools/012 Critical to quality tree Demonstration_en.vtt
2.8 KB
~Get Your Files Here !/03 - Voice of the Customer tools/31571298-Critical-to-quality-tree.xlsx
60 KB
~Get Your Files Here !/03 - Voice of the Customer tools/31571304-Kano-Analysis.xlsx
59.8 KB
~Get Your Files Here !/03 - Voice of the Customer tools/31571314-Customer-segmentation.xlsx
56.9 KB
~Get Your Files Here !/04 - Close out/001 Close out.mp4
20.6 MB
~Get Your Files Here !/04 - Close out/001 Close out_en.vtt
3.6 KB
~Get Your Files Here !/04 - Close out/31001300-VOC-tookit-slidespptx.pdf
1.4 MB
~Get Your Files Here !/04 - Close out/31001312-Kano-Analysis.xlsx
59.6 KB
~Get Your Files Here !/04 - Close out/31001316-Critical-to-quality-tree.xlsx
59.6 KB
~Get Your Files Here !/04 - Close out/31001318-Customer-segmentation.xlsx
56.3 KB
~Get Your Files Here !/04 - Close out/31038442-Certificate.pptx
93.1 KB
~Get Your Files Here !/04 - Close out/31039278-Additional-courses.pptx