Voice of the customer (VoC) programs serve as the key to understanding what your customers are thinking and feeling, but they’re about more than just gathering customer feedback. They're about dissecting it, extracting valuable insights, and then transforming those insights into actionable changes. To master this craft, you need the right training and guidance.
In this post, we'll guide you through the wide-ranging landscape of VoC training courses. We've curated a list of the 9 best voice of the customer training courses that will equip you with the skills and knowledge to implement a successful VoC program.
What is Voice of the Customer (VoC) training?
Voice of the customer training is a program that teaches you how to collect, analyze, and act on customer feedback. These courses cover a range of topics, including how to design effective surveys, how to interpret customer feedback, and how to use customer insights to drive business improvements.
Why is VoC training important?
VoC training is essential because it equips you with the skills and knowledge needed to understand your customers better. By understanding your customers' needs, expectations, and pain points, you can make informed decisions that improve customer satisfaction, loyalty, and ultimately, your bottom line.
9 of the best VoC training courses
1. AIM Institute's B2B Voice of the Customer Training
AIM Institute offers a comprehensive B2B Voice of the Customer Training program that is designed to equip professionals with the skills and knowledge to conduct effective customer interviews and use the insights derived from these interactions to drive innovation. The course is structured around the principle that understanding customers' needs is the key to creating products that truly meet those needs.
The training program delves into the methodologies for conducting customer interviews, including how to ask the right questions, how to interpret responses, and how to identify unmet needs. It also covers how to use the insights gained from these interviews to inform product development and innovation strategies. The course is designed to be interactive and hands-on, with participants having the opportunity to practice their interviewing skills and receive feedback. The ultimate goal of the course is to help businesses better understand their customers and create products that exceed their expectations.
2. C3 Excellence's Voice of the Customer Training
C3 Excellence provides a Voice of the Customer Training course that underscores the critical role of customer feedback in enhancing business processes. The course covers a wide range of VoC aspects, including data collection, analysis, and interpretation. It emphasizes the importance of collecting customer feedback through various channels, such as surveys, interviews, and social media, and teaches participants how to analyze this data to extract meaningful insights.
The course also covers how to interpret these insights and use them to improve business processes and customer experiences. In addition, it explores how to use VoC data to identify areas of improvement, prioritize changes, and measure the impact of these changes on customer satisfaction and loyalty. The course is designed to be practical and actionable, with participants learning through real-world examples and case studies.
3. ASU's Voice of the Customer Program
Arizona State University offers a Voice of the Customer program that is designed to teach students how to collect and analyze customer feedback to enhance products and services. The program covers a variety of VoC techniques and tools, making it ideal for professionals looking to bolster their VoC skills.
The curriculum includes modules on how to design and implement VoC programs, how to use different data collection methods, how to analyze VoC data, and how to use the insights gained to inform decision-making. The program also covers how to use VoC data to identify customer pain points, understand customer expectations, and develop solutions that address these issues.
4. CXL Institute's Voice of Customer Data Course
CXL Institute offers a Voice of Customer Data course that focuses on teaching students how to collect and analyze VoC data. The course covers a variety of topics, including customer segmentation, customer journey mapping, and customer experience management. It provides students with a comprehensive understanding of how to use VoC data to understand customer behavior, preferences, and needs.
The course also covers how to use this data to inform marketing strategies, product development, and customer service initiatives. It also delves into how to use customer segmentation to identify key customer groups and understand their unique needs and preferences. Moreover, the course teaches participants how to map the customer journey to understand the different touchpoints and experiences customers have with a business, and how to use this information to improve the overall customer experience.
5. CustomerGauge's VoC Courses
CustomerGauge offers a suite of VoC courses that cover everything from the basics of VoC to advanced topics like net promoter score (NPS) and customer journey mapping. It’s designed to help professionals understand and implement VoC programs in their organizations.
These online courses are self-paced, allowing learners to progress at their own speed. They include video lectures, quizzes, and practical exercises to ensure a thorough understanding of the concepts. Upon completion, learners receive a certification that can enhance their professional credibility.
6. Udemy's Voice of Customer Techniques
Udemy's Voice of Customer Techniques is a course that provides a detailed overview of various VoC techniques. The course covers topics like customer segmentation, customer journey mapping, and customer experience management.
It is designed for anyone interested in understanding and improving the customer experience, including product managers, marketers, and customer service professionals. The course includes 1.5 hours of on-demand video, 2 articles, and 12 downloadable resources. It also offers full lifetime access, access on mobile and TV, and a certificate of completion.
7. 100% Effective's Voice of the Customer Training Course
100% Effective offers a Voice of the Customer Training Course that provides a comprehensive overview of VoC. The course covers various aspects of VoC, including data collection, analysis, and interpretation, making it ideal for professionals looking to enhance their VoC skills. The course is designed to equip learners with the skills to identify customer needs, expectations, and preferences, and to use this information to improve products, services, and processes.
The course is delivered online, making it accessible to learners worldwide. It includes interactive elements, quizzes, and real-world examples to ensure a thorough understanding of the concepts. The course is suitable for anyone involved in process improvement, customer service, or customer experience management.
8. Coursera's Branding and Customer Experience Course
Coursera offers a Branding and Customer Experience Course that covers the basics of VoC. The course is part of the University of Michigan's Six Sigma: Define and Measure program and provides a comprehensive overview of how to identify customer needs and use VoC data to improve business processes.
The course is designed to help learners converge on a common definition for customer experience (CX), understand customer journeys as the lens for brand experience, and align brand and customer experience across all touchpoints. The course also explores the relationship between customer experience, employee experience, outsourcing, and ethics. The course is approximately 11 hours long and is delivered entirely online, allowing learners to study at their own pace.
9. LinkedIn's Become a Customer Service Specialist
LinkedIn offers a learning path titled "Become a Customer Service Specialist" that includes a series of courses focusing on customer service skills. The courses cover various topics, including how to provide great customer service, develop and sustain great relationships, and handle challenging customers. The learning path is designed to help learners build key listening skills, develop customer service problem-solving skills, and learn to de-escalate challenging situations.
Each course is designed to provide practical techniques and insights, making this learning path ideal for anyone looking to enhance their customer service skills and knowledge.
