VOICE OF CUSTOMER

Question 1

It is a term that describes your customer’s feedback about their experiences with and expectations for your products or services

Answer 1

VOICE OF CUSTOMER

Question 2

VoC focuses on (4)

Answer 2

customer needs, expectations, understandings, and product improvement

Question 3

A __ gives insight into customer ___(3)

Answer 3

-Voice of the Customer program
-preferences, problems, and complaints

Question 4

4S’S OF CUSTOMER FEEDBACK LOOP

Answer 4

Solicit
Structure
Share
Speak

Question 5

__feedback from customers about your products and services.

Answer 5

Solicit

Question 6

Structure customer feedback into ___ to __ and ___

Answer 6

-distinct buckets
-prioritize insights
-identify trends

Question 7

Incorporate ____feedback too

Answer 7

unsolicited

Question 8

SHARE feedback with ___ who can make ___ and ___

Answer 8

-internal teams
-changes
-solve customer pain points

Question 9

SPEAK to customers who have feedback and ___

Answer 9

inform of actions taken because of their input

Question 10

ACTIONABLE IDEAS FOR USING CUSTOMER INSIGHTS (4)

Answer 10

-Establish Clear Goals
-Use Advanced Analytical Tools
-Segment Your Customers
-Regularly Update your Customer Persona

Question 11

These will guide the type of data you collect and how you analyze it.

Answer 11

Establish Clear Goals

Question 12

___can provide deeper insights into customer behavior, preferences, and patterns, enabling you to make data-driven decisions.

Answer 12

-AI-powered analytics platforms

Question 13

Not all customers are the same. Therefore, it is essential to segment them based on various criteria like __(3)

Answer 13

demographics, purchasing behavior, or customer journey stages

Question 14

Customer preferences change over time. Therefore, continuously update your ___ to reflect these changes.

Answer 14

customer personas

Question 15

Use the latest research to keep your personas __ and __.

Answer 15

relevant and targeted

Question 16

Advanced Analytical Tools

Answer 16

Surveys
Customer Engagement Tools
Visual Feedback Tools
User Experience Tools
Product Management Tools
Product Feedback Boards
Online Customer Reviews

Question 17

COMMON MISTAKES IN COLLECTING VOICE OF THE CUSTOMER (VoC) FEEDBACK (7)

Answer 17

1. Not Asking the Right Questions
2. Ignoring Negative Feedback
   3.Failing to Act on Feedback
3. Over-Surveying Customers
4. Relying Solely on Quantitative Data
5. Not Integrating VoC with Other Data
6. Not Training Staff in VoC Importance and Use

Question 18

_____
The quality of the feedback you receive largely depends on your questions.
It’s crucial to ask __,__, and__ questions that will provide actionable insights.

Answer 18

Not Asking the Right Questions
-straightforward, concise, and relevant

Question 19

_____
Negative feedback can be challenging to hear but is often the ___.
Take all feedback into account, not just the positive.

Answer 19

-Ignoring Negative Feedback
-most valuable

Question 20

____
Collecting feedback is only the first step.
The real value comes from ____ to improve the customer experience.
Failing to do so can lead to___

Answer 20

-Failing to Act on Feedback
-acting on that feedback
- customer dissatisfaction

Question 21

____
Sending too many surveys can lead to ___, resulting in___and ___.

Answer 21

-Over-Surveying Customers
-survey fatigue
- lower response rates
-less reliable data

Question 22

___
___like ___ can provide valuable insights, but it’s also important to collect ___ to ____.

Answer 22

-Relying Solely on Quantitative Data
-Quantitative data
-ratings and scores
-qualitative feedback
-understand the reasons behind these numbers

Question 23

____
VoC data can be much more powerful when combined with other data like ___(3).
Failing to integrate these data sources can lead to a less complete understanding of the customer experience.

Answer 23

-Not Integrating VoC with Other Data
-purchase history, usage data, and demographic data

Question 24

____
All staff, not just customer-facing roles, should understand the importance of VoC and how to use feedback in their roles.
Failing to do so can lead to ____

Answer 24

Not Training Staff in VoC Importance and Use
-missed opportunities for improvement.