The document discusses voice of the customer (VOC) metrics and methodology, outlining desirable qualities for VOC metrics like credibility, reliability, and ability to predict customer behavior, and describing how structured in-depth customer interviews are used to understand customer needs and prioritize them. It also provides tips for group presentations and reviewing metrics.

1. for NEWBIES
part 1 of a series SKILLBUILDER 2/15/2012
Group Member Name | Group Member Name | Group Member Name | Group Member Name | Group Member Name Date Here

2. VOC (voice of the customer)
What it means to you?
part 1 of a series SKILLBUILDER 2/15/2012

3. part 1 of a series SKILLBUILDER 2/12/2012

4. 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?
04/24/12 part 1 of a series SKILLBUILDER 4

5. 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?
04/24/12 part 1 of a series SKILLBUILDER 5

6. 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?
04/24/12 part 1 of a series SKILLBUILDER 6

7. VOC
Methodology
• 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.
04/24/12 part 1 of a series SKILLBUILDER 7

8. VOC (voice of the customer)
What it means to you?
part 1 of a series SKILLBUILDER Insert Date

9. 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
04/24/12 part 1 of a series SKILLBUILDER 9

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12. Part 1
04/24/12 part 1 of a series SKILLBUILDER 12

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14. Part 2
04/24/12 part 1 of a series SKILLBUILDER 14

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16. Part 3
04/24/12 part 1 of a series SKILLBUILDER 16

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18. Part 4
04/24/12 part 1 of a series SKILLBUILDER 18

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How’s your Metrics?
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04/24/12 part 1 of a series SKILLBUILDER t20
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21. Quick Review
04/24/12 part 1 of a series SKILLBUILDER 21

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