This document discusses capturing the voice of the customer through identifying customers, collecting their needs, and analyzing that data. It explains identifying important internal and external customers, using interviews and surveys to gather customer feedback, and analyzing that feedback to determine critical factors for customer satisfaction like needs, specifications, metrics, and targets. The goal is to uncover positive feedback as well as areas for improvement from the customer's point of view.

1. WHAT IS VOICE OF THE
CUSTOMER?

2. A concept to find out what your
customers are saying about your
brand. If they are upset, Why?
When? Where? What?
Most importantly, finding out, how to fix it?

3. Angoss
AN UNSTRUCTRUED CUSTOMER ANALYTICS DATA

4. What is unstructured data?
Data that are found on social media, blogs, emails, phone
calls, websites etc.

5. What does Angoss do?
> Retrieve unstructured data
> Text analytics turns unstructured data to structured data with natural language processing

6. What data do you get?
> Entities (People, places, products etc.)
> Themes (What customers are talking about?)
>Topics (Broad ideas that are discussed)
> Phrases (Tone of the text)
> Sentiment (Relating to above, finding out if the data is positive,
negative or neutral)

7. Why is it good?
> Predicts customers’ behaviour
> For non-specialist users such as marketing managers

8. Uncovering the voice of
customer

9. Customer Experience
• Good experience
• Happy & Unhappy customers
• Improvements
• Customer’s POV

10. Customer Experience
• Product insight
• Customer trends
• Market awareness
• Employee training

11. Improving customer
experience
• Identify key issues
• Surveys/ Feedback

12. Capture Voice of the Customer
What Have You Heard?

13. 1.Identify Customers
1. Internal & External Customers
2. Segregate the customer pool
3. Who are your important customers
(e.g. Stakeholders)

14. 2.Collect Needs
Methods:
1. Face-To- Face Interview
2. Phone Interview
**Take Note of the details

15. 3.Analyze Needs
Collate the appropriate Details
Tools:
1.Use Diagrams
2. Mind map
3. Sticky Notes

16. Critical To Satisfaction
Factors:
1. Need
2. Spec
3. Measure
4. Target
Points to note: (In order to improve)
1. Positive Feedback*********
2. Things to be improved