Chapter 2 · Lecture Slides
Customer Experience, VOC and Value Drivers
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Slide Index
01Chapter 2: Customer Experience, VOC and Value Drivers
02Chapter 2 – Contents
03Understanding the Voice of the Customer (VOC)
04How VOC Delivers Value
05Social Media Word Cloud – Sports Footwear
06Customer Feedback Loop
07Gathering VOC
08Voice of Customer – Qualitative Tools
09Nike Focus Group
10Focus Group Fun: Frasier
11Focus Group: History
12Focus Group: Industry Usage
13Voice of the Customer - Techniques
14Depth Interview
15Depth Interview Mistakes
16Ethnography & Observation
17Ethnography
18Empathy in Design — Strategies to Build Empathy
19Ethnography: A Case Study of Ikea Stores
20Crowdsourcing
21Nihilent User Experience Laboratory
22Crowdsourcing: How to Distill Innovative Ideas
23VOC Resources
24Prosumers
25Harbingers of Failure
26Lead User Innovations
27Customer Complaints
28Customer Complaints
29Customer Experience Milestones
30Customer Experience Score
31Customer Experience Score - Improved
32Putting VOC Into Practice
33Customer Voice & Value Creation
34How Almetta Used VOC to Create Customer Value
35How Almetta Used VOC to Create Customer Value
36Online & Social Media Content
37Conclusion
38Creating Customer Value