Name: Voice of the Customer (VoC): Enhancing Experiences
Brand: Coursera Instructor Network
Availability: OnlineOnly
Rating: 4.8 (37 reviews)

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学生对 Coursera Instructor Network 提供的 Voice of the Customer (VoC): Enhancing Experiences 的评价和反馈

4.8

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130 个评分

课程概述

In today's rapidly evolving global and personalized marketplaces, delivering exceptional customer experiences is no longer a one-time transaction but a continuous process. To thrive in this dynamic landscape, organizations must harness the power of the Voice of the Customer (VoC) – a practice that involves actively listening to customers to understand their preferences, needs, and feedback. This course equips participants with the tools, methods, and strategies to not only collect valuable customer insights but also to cultivate a customer-centric culture within their organizations. By examining real-world case studies and examples from industry leaders like JetBlue, Zappos, and Amazon, participants will learn how VoC practices can drive improvements in customer satisfaction, decision-making, and product/service development. Participants in this course will gain a comprehensive understanding of VoC principles and their role in enhancing customer engagement. They will learn essential skills, including customer-centric decision-making, effective communication, and data collection and analysis. By diversifying customer engagement channels and actively seeking customer feedback, organizations can better align their products, services, and brands with their customer segments, ultimately leading to increased loyalty and success in a highly competitive market. Moreover, this course emphasizes the importance of fostering a customer-centric culture, where collaboration, transparency, and openness are integral values, enabling organizations to connect deeply with their customers and drive continuous improvement. This course is tailored for team leaders, supervisors, and managers responsible for individuals and teams, as well as professionals in HR, Labor Relations, and Learning and Development functions. It assumes a basic knowledge of marketing, brands, and customer service and is suitable for staff and managers involved in product and service design, development, sales, and service. Upon completing this course, participants will be able to analyze key concepts, benefits, and frameworks of the VoC practice. They will also identify and evaluate core customer feedback collection methods and data. Additionally, participants will gain the skills to apply VoC principles within their organizations to improve collaboration, decision-making, and continuous improvement. The course includes assessments such as in-video questions, practice quizzes, and a graded assessment to validate participants' learning outcomes and understanding of VoC and customer-centric culture principles....

26 - Voice of the Customer (VoC): Enhancing Experiences 的 38 个评论（共 38 个）

创建者 Ana V

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Jun 19, 2025

Muy interesante el curso.

创建者 Mary L M

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Aug 4, 2025

great insights

创建者 Md. M I

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Apr 1, 2025

Amazing Course

创建者 Gabriel T

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Feb 3, 2025

muito bom

创建者 Sarveswaran M

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May 26, 2025

All good

创建者 The s

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Oct 2, 2025

The course was clear and straightforward overall. However, I am still working through the implementation aspects, which proved to be more challenging to complete during the course itself.