Design Thinking is not about design nor about the user interface, it’s about thinking about people, the users of your product or services.
Posts with the Voice of Customer tag
Voice of the customer (VOC) in a market research process for capturing and analysing customers needs, expectations and preferences. Whereas other market research techniques focus on quantitative understanding (‘what’ and ‘how many’), VoC includes the opportunity to explore ‘why’ in-depth.
VoC is often used to; improve innovation, such as during new product, service and process development, and as part of continous improvement to better understand customer satisfaction. Outputs include customer persona, prioritized customer needs, and customer journey maps.
Techniques used in VoC include face to face research techniques such as individual interviews, focus groups and contextual inquiry. VoC is a common term in ITIL, Six Sigma and TQM (Total Quality Management).
Case Study: B2B Technology Customer Persona Development
Putting ‘Customer Experience’ At The Heart of IT Service Delivery and Development.
What Teams Appreciate About ‘VoC’, voice of the customer, Research
How do you establish shared, customer-centric motivation in your teams? ‘Group IQ’ is: the ability of teams to perform well. Groups with high emotional intelligence outperform those with high cognitive abilities (Goleman). Harmonious groups try harder and pull together. Shared motivation provides the ‘pull’ in the same direction. So how do leaders establish shared, customer-centric […]
Voice of the Customer – How To Develop A Discussion Guide
In order to understand customers, voice of the customer projects undertake to speak to actual customers! A Voice of the Customer (VoC) discussion guide focuses the conversation on key topics about which you want to learn while leaving room for unexpected learnings.
Capturing Voice of Customer
Whether you are working on the fuzzy-front end of product or service development, developing customer personas to better target your marketing communications or diving into customer experience, doing voice of the customer market research typically means sitting down with customers, listening and capturing their ideas. So how do you get set up for success when collecting […]
Customer Selection In Market Research
The following checklists consider; which customers to include when conducting market research, and how to decide which customers to involve in your learning. Voice of the customer, face to face usability testing, customer persona development and customer journey mapping development are some of the examples where these customer selection lists are useful.