“Voice of the Customer” is the term used to describe the stated and unstated needs or requirements of the customer (internal and external). This process of capturing customer requirements and feedback is an important input into organizational strategy, problem identification, project selection, and innovating. Data gathered from the customer can be quantitative or qualitative. The channels used to collect Voice of the Customer are referred to as listening posts.
Prior to drafting the problem statement, the project team should review available data that may help them capture Voice of the Customer so they are able to articulate the problem from the customer’s perspective.
Watch our short how-to video on Voice Of The Customer.
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By using the Voice Of The Customer, an organization can collect input to establish what the customer’s expectations are.. This topic is a core concept of applying creative problem-solving through design thinking. To learn more about design, please visit our Introduction to Design Thinking Course.
The Design Thinking course teaches a creative problem-solving that will give any professional an advantage in their industry or career.
This course will help expose the learner to various design thinking tools and mental models – all with the emphasis on innovating through creative problem-solving.
Our objective is to provide the learner with practical tools for applying a versatile 3-step design thinking process within their organizations. Through this framework, the learner will be able to reframe problems from the customer’s perspective. With this perspective in mind, the learner will drive improvements around the customer experience using tools such as deep-dive interview, journey mapping, empathy mapping, and rapid prototyping.
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