Voice of the Customer vs. Customer Feedback: What's the Difference?
This short video explores what the Voice of the Customer is, why it’s important and how to research it effectively. It explains and compares some of the key information gathering techniques including: surveys, interviews, storytelling, focus groups, observation and ethnographic studies. It also gives an overview of useful analysis techniques, such as the empathy maps and customer journey maps.
The Voice of the Customer is just one of the techniques covered in AssistKD's CX Analysis course (https://www.assistkd.com/courses/serv...) which counts towards the new A4Q Service Designer qualification: • Elevate Your Skills: Become an A4Q Certifi...
You can find out more about AssistKD’s Service Design courses here: https://www.assistkd.com/courses/serv...
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