part 1 of a series SKILLBUILDERGroup Member Name | Group Member Name | Group Member Name | Group Member Name | Group Member Name Date Here

for NEWBIES

2/15/2012

VOC (voice of the customer)

What it means to you?

part 1 of a series SKILLBUILDER 2/15/2012

part 1 of a series SKILLBUILDER 2/12/2012

Qualities of Desirable VOC Metrics

• Credibility: How widely accepted is the measure?

Is there proof that it is tied to financial results?

• Reliability: Is it a consistent standard that can be applied across the customer lifecycle?

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Qualities of Desirable VOC Metrics

• Precision: Is it specific enough to provide insight?

Does it use multiple related questions to deliver greater accuracy and insight?

• Accuracy: Is it representative of the entire customer base, or just an outspoken minority?

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Qualities of Desirable VOC Metrics

• Actionability: Does it provide any insight into what can be done to encourage customers to be loyal and to purchase?

• Ability to predict: Can it project the future behaviors of the customer based on their satisfaction?

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VOCMethodology

• A series of structured in-depth interviews, which focus on the customers’ experiences with current products or alternatives within the category under consideration.

• Needs statements are then extracted, organized into a more usable hierarchy, and then prioritized by the customers.

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VOC (voice of the customer)

What it means to you?

part 1 of a series SKILLBUILDER Insert Date

VOC What it means to you?

• Better understand customer’s needs and wants

• Formulate your “one-call resolution”• Opportunity to generate goodwill and create a

positive image of your brand

• BOTTOM LINE: 100% VOC RATING

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Must-Do’s

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Open/Verify Service/Update Sale/ES Products Summary/Close

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Open/Verify

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Part 1

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Service/Update

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Part 2

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Sale(ES Products)

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Part 3

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Close/Summary

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Part 4

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How’s your Metrics?

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Your Metrics

04/10/23 part 1 of a series SKILLBUILDER

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Quick Review

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ANY QUESTIONS?ANY COMMENTS?

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Thank You

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