Voice of the Customer Workshop - Customer Experience

When you understand customer feedback, you see your business through your customers’ eyes. Then you can find fresh ways of earning their loyalty.

This workshop will prompt you to listen actively to enrich your customer experience.

Typical benefits
• Identification of customer pain points and opportunities to improve products, services and touchpoints.
• Resolution of customer issues leading to customer retention and sustainable business growth.

Overview
Blending theory and practice with on-the-spot coaching, the workshop is a masterclass in the Voice of the Customer.

Voice of the Customer is the activity of seeking, accepting and analysing customer feedback. You can use surveys, social media, chat, customer service calls, review sites and many other places to learn how your customers feel about customer experience.

When you listen to the voice of the customer, you see your business through your customer’s eyes. With this fresh perspective, you will improve poor experiences and protect the things your customers love.

Throughout the workshop, your team will think differently about your customers and commit to actions.

You will analyse feedback to find opportunities to improve your products, services and touchpoints. Of course, you will then plan actions to improve customer loyalty.

You end the workshop with an action plan to deliver the changes you choose. Most clients include actions to continue using the Voice of the Customer.

During a planning session, you can select a half-day, full-day or two-day workshop. We also discuss your goals, who to invite and the duration of the workshop. Then, I design the best workshop for you and communicate with your team.

In our follow-up sessions, you can ask more questions and receive further coaching.