Voice of Customer
How do you do Voice of Customer? For many is often talked about and poorly executed. True VoC takes place with customers actively participating in projects. This includes multiple discussions around their value needs (not what they like, don’t like, or what they would improve) that go way beyond a survey.
The first place for innovation is with customers. There must be a discovery of value that is about them. In fact, we recommend that there are three distinct conversations that take place before you do anything more than a simple drawing.
When you conduct Voice of Customer, you need to have more than just the sales and marketing staff interacting with customers. You also need to excite the customer's so much that they will want to actively work on the project with you. There is an art to this that also follows a process.
We are happy to work with your teams to have them take a presentation to a discussion about value. Then you can change the markets that will eliminate competitors.
Our workshops are designed to gather insights from customers through intense listening and deep involvement. We believe that the best way to create products and services that truly meet the needs of our customers is to involve them in the process.
What is Voice of Customer (VOC) Workshop? A Voice of Customer (VOC) workshop is a collaborative process between a company and its customers to understand their needs, preferences, and pain points. During the workshop, we bring together a diverse group of customers to share their experiences, feedback, and suggestions. Our team listens carefully to what the customers have to say and uses that information to improve our products and services.
Why Attend a VOC Workshop? By attending a VOC workshop, you have the opportunity to share your thoughts, opinions, and experiences directly with the company. Your feedback can help shape the direction of our products and services. You also have the chance to connect with other customers and discuss your shared experiences.
At our VOC workshops, we follow a process that involves intense listening and deep involvement from our customers. Here's what you can expect:
Preparation: Before the workshop, we reach out to a diverse group of customers to invite them to participate. We also prepare a detailed agenda that outlines the activities and discussions that will take place.
Focused Intention: To start the workshop, we develop 20 questions with your teams that could help drive the conversation. After these are written, we discard them, so we ensure a conversation, not a question and answer session, with any customer. We do three sessions with customers BEFORE we start development.
Listening Sessions: During the listening sessions, our team listens carefully to what customers have to say about their experiences with our products and services. We encourage customers to share their honest feedback and suggestions.
Group Discussions: After the listening sessions, we have group discussions to explore the themes that emerged from the feedback. We encourage customers to share their thoughts and ideas on how we can improve our products and services.
Action Planning: Finally, we use the feedback and suggestions from the workshop to create an action plan. This plan outlines the steps we will take to improve our products and services based on the customer's input.
Our Voice of Customer workshops are a collaborative process that involves intense listening and deep involvement from customers. By attending a workshop, you have the opportunity to share your feedback directly with the company and help shape the direction of our products and services. We believe that this process is essential for creating products and services that truly meet the needs of our customers.