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From Voices to Results -  Voice of Customer Questions, Tools and Analysis

You're reading from   From Voices to Results - Voice of Customer Questions, Tools and Analysis Proven techniques for understanding and engaging with your customers

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Product type Paperback
Published in Apr 2018
Publisher
ISBN-13 9781783001446
Length 218 pages
Edition 1st Edition
Concepts
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Author (1):
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Robert Coppenhaver Robert Coppenhaver
Author Profile Icon Robert Coppenhaver
Robert Coppenhaver
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Table of Contents (11) Chapters Close

Preface 1. Solving Problems and Driving Value with VoC 2. VoC in the Product Development Process FREE CHAPTER 3. Laying the Groundwork 4. Gathering the Customer Needs for Your Product 5. The Interview Process – Preparation 6. The Interview Process – The Interview 7. Understanding the Customer's Voice 8. Validating the Customer's Voice 9. Completing the Circle – Using the Customer's Voice in Your Organization A. Epilogue

Observer


If your interview team has more than two members, you should assign the remaining members the task of being observers. If you only have two team members in the interview, then the role of the observer would also be filled by the note taker.

Of course, everyone on the team needs to act as an observer in some capacity. From when you arrive in the lobby, how you are greeted, whether the work environment is formal or casual, to whether the offices are luxurious or not; these all give you little clues about the company culture. Additional tell tale markers are how the management team interacts within their organization, how they interact with others, and whether there is a strong and formal hierarchy within the organization. All these clues provide insight into your customers and customers' organizational value systems.

The role of the observer is to process the interview in its entirety. They do not need to take notes (unless also assigned that duty in the case of only two members being...

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