The Voice of Customer Techniques – Body of Knowledge

The Voice of Customer (VOC) Techniques

1.0 Basics of the Voice of Customer

1.1 What is the Voice of Customer?
1.2 Define a Customer?

2.0 Customer Segmentation

2.1 How can you Segment Customers?
2.2 Significance of Internal and External Customers
2.3 Customer Segmentation by Demographics

3.0 Customer Feedback

3.1 Approaches to capture Customer Feedback
3.2 Ways to capture Customer Feedback
3.3 New Age VOC Collection Methods

4.0 Social Media and VOC Techniques

4.1 Impact of Social Media on VOC Techniques


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