Submitted by anne on Tue, 02/02/2010 - 4:37pm
Posted in
03/19/2010 12:00 pm
03/19/2010 2:00 pm
THE 12 VOICES OF THE CUSTOMER:
How to uncover, translate & deliver what customers want
How to uncover, translate & deliver what customers want
You’d never tolerate multiple answers to the math problem, 7+5=X. We’ve had years of math training, but little or none in linguistics. The ambiguity of our language and weak linguistic discipline remains a largely untouched challenge. This course supplies the needed rigor. You’ll see how both improvement and innovation opportunities become unavoidably obvious.
Success in challenging times is more dependent than ever on understanding and delivering what customers want. But the well-meaning notion that we should listen to “the voice of the customer” is an insult to our intelligence. Everyone knows there is no such thing as the customer. This necessarily means there must be more than one voice to listen to. Yet we can make potentially fatal assumptions about (1) who “the customers” really are, (2) what questions to ask, (3) how to prioritize their answers and (4) how to define and measure success.
Don’t even think about conducting a voice of the customer project, commissioning a customer survey or designing new services without the innovative framework and tools provided in this session. You’ll learn a refreshing new way to uncover and translate the mind of the customer in ways you never thought possible, including how to:
· Create the strategic framework for your VoC initiative
· Consider the 7 most common ways to collect customer needs
· Avoid the ten most frequent failures of satisfaction surveys
· Determine who your customers really are in every context
· Ask the three “word formulas” that always uncover priorities
· Translate squishy perceptions into objective measures and innovative alternatives
· Connect customer satisfaction, product design and growth
Register more than 7 days before webinar for the Early Bird price, as ridiculously low as $75/person per event at http://www.imtc3.com/events/UpcomingEvents.cfm. USE REGISTRATION CODE "GSQC" to ensure your discount.
This interactive event is designed to introduce you and your team to new ideas and actually put them into practice during the session. To discuss how the webinar content will be personally relevant to you please call Robin Lawton’s office at 941-907-0666.
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