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Voice of the Customer Workshop - Customer Experience

Voice of the Customer Workshop - Customer Experience
Michelle Spaul
Michelle Spaul
Customer Experience Consultant
Delta Swan

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.
 
Michelle Spaul
Michelle Spaul
Customer Experience Consultant
Delta Swan
 
Starting up in business is exciting and scary. I want to help you achieve success. I set up Delta Swan in 2019 and was ready to push the big 'go' button in Feb 2020. So I have recent experience of the things you are going through - marketing, selling, serving and staying on top of all that legal stuff.  I have also worked for companies like Rolls-Royce and built broad business experience and skills which mean I have knowledge in many areas such as product / service design, commercial and leadership. Listening is my primary skill, sure I have ideas, but I am much more interested in helping you direct your business the way you want to. Whether you come to me as a potential mentee or client, I will work collaborative with you. Understanding your situation and exploring solutions together. You know happy customers become loyal and loyal customers spend more. But unlike multinational businesses who can employ a team, SMEs only have time to think about customers when they shout. I believe SMEs deserve all the benefits of intentionally managing their customers' experience taken for granted by the big companies. I support businesses like yours with proven methodologies which put you in charge of continuously understanding your existing and future customers and, therefore, their needs. Here's an idea of some of the Customer Experience tools we may use: Empathy maps Customer personas Value propositions Customer Journey Maps Customer feedback (aka Voice of the Customer and customer listening) Why would you trust me with your business, employees and customers? I believe small and medium-siz businesses deserve the competitive advantages enjoyed by big companies and understand the time and cost constraints that get in the way. I have a long history of helping businesses, teams and individuals work more closely, more beneficially with clients and customers. I know what is necessary and how to deliver business results, using her extensive experience in product, process and service design, problem solving and workshop design and facilitation, including over 14 years in Rolls-Royce and leading major projects at Philips and Allied Signal. I have used this experience to help my clients and to build my business. I am one of CXM’s CX Stars of 2022, placed in the top ten of professionals for the second year running.

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