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所在平台: Udemy |
课程主页: https://www.udemy.com/course/voice-of-the-customer-toolkit/
课程评论：没有评论
**课程名称：** 客户之声：工具包 (Voice of the Customer: Toolkit) **课程概述：** 本课程旨在帮助您深入理解客户，以便能够持续提供满足其需求和期望的产品与服务。在竞争日益激烈且创新驱动的市场环境中，那些未能将客户置于改进工作中心的企业将逐渐落后，并最终可能在市场中消失。若不了解客户的想法，则无法有效改善客户旅程、客户体验以及客户对产品和服务的看法。 本课程从两个主要角度展开： 1. **如何获取客户数据：** 探讨如何收集和呈现客户数据。 2. **如何利用客户数据：** 讲解如何对已获得的客户数据进行处理，包括数据映射、追踪、细分等，以真正了解客户的想法。 **课程内容将涵盖：** * 精益六西格玛 (Lean Six Sigma) 简介。 * “客户之声” (Voice of the Customer) 概念的含义。 * 客户细分工具。 * 客户数据类型与来源工具。 * 访谈工具。 * 现场观察工具。 * 焦点小组工具。 * 问卷调查工具。 * 卡诺分析 (Kano Analysis) 工具。 * 关键质量树 (Critical to Quality Tree) 工具。 课程将详细介绍这些工具的含义、实施方法，并对适用工具进行实际操作演示，展示其在实践中的应用。 **学习目标：** 完成本课程后，您将清晰地了解如何从客户那里获取数据，以及如何利用这些数据来促进您的改进工作。
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:- What is Lean Six Sigma? - What does the concept "Voice of the Customer" actually mean? - Customer segmentation tool.- Types and sources of customer data tool.- Interviews tool.- Point of use observation tool.- Focus groups tool.- Surveys tool.- Kano Analysis tool.- Critical to Quality Tree tool.We will explore what these tools are, how to conduct them and for those with which it can be applied, give LIVE demonstrations of how these tools work in practice.At the end of this course you will understand clearly how to source data from your customers and what to do with this data for the benefit of your improvement efforts.
