Marketing budgets are tighter, consumers are more skeptical, and social media has changed forever the way we talk about Voice of the customer. How do we gain traction? Why is it important to have senior management support for a Voice of the customer project? What are the key elements of your Voice of the customer performance improvement system, including your evaluation, organizational learning, and innovation processes? How do we go about Securing Voice of the customer? Is there a Voice of the customer management charter, including business case, problem and goal statements, scope, milestones, roles and responsibilities, communication plan?
Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role... In EVERY company, organization and department.
Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'
For more than twenty years, The Art of Service's Self-Assessments empower people who can do just that - whether their title is marketer, entrepreneur, manager, salesperson, consultant, business process manager, executive assistant, IT Manager, CxO etc... - they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.
This book is for managers, advisors, consultants, specialists, professionals and anyone interested in Voice of the customer assessment.
All the tools you need to an in-depth Voice of the customer Self-Assessment. Featuring 693 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Voice of the customer improvements can be made.
In using the questions you will be better able to:
- diagnose Voice of the customer projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
- implement evidence-based best practice strategies aligned with overall goals
- integrate recent advances in Voice of the customer and process design strategies into practice according to best practice guidelines
Using a Self-Assessment tool known as the Voice of the customer Scorecard, you will develop a clear picture of which Voice of the customer areas need attention.
Included with your purchase of the book is the Voice of the customer Self-Assessment downloadable resource, which contains all questions and Self-Assessment areas of this book in a ready to use Excel dashboard, including the self-assessment, graphic insights, and project planning automation - all with examples to get you started with the assessment right away. Access instructions can be found in the book.
You are free to use the Self-Assessment contents in your presentations and materials for customers without asking us - we are here to help.