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Uwe H Kaufmann About Voice of the Customer (VOC)

“Listen to your Customers. If they stop giving feedback, you are either perfect or in serious trouble.” Uwe H Kaufmann

Organisations are facing multiple challenges in today’s business world, with a constant demand to deliver in an increasingly competitive environment. Understanding the voice of the customer (VOC) is a critical step and a foundation for all following activities. Mapping the service blueprint, the customer experience, serves as a basis for meaningful and effective process improvement and process innovation.

COE assists clients by providing deep fact-based advice and support through the critical stages of transitional life cycles, helping clients to build sustainable competitive advantage.

Voice of the Customer (VOC)

Listening to customers and capturing the true voice of the customer is a vital task for all organisations especially in today’s rapidly changing business environment with rapidly changing customer requirements. Therefore, we support our clients by

Strategy Consulting and Business Planning

After listening to customers, vendors, partners and employees, organisations may infuse the learnings into their strategy. Therefore, our solutions include

Data Analytics for Customer Satisfaction Data

Data Analytics for Customer Satisfaction Data

Data Analytics and Customer Satisfaction

Collecting and studying customer data, especially customer satisfaction data, needs proper planning, design, execution and analysis. Data analytics includes a series of methods and tools for this and other applications.

Designing a Service Blueprint

The service blueprint is a process map, similar to a deployment flow chart, that shows the process of service delivery from the perspective of the customer. Service blueprints usually include

Service Blueprint - Mapping the Customer Experience.

Mapping the Service Delivery – Service Blueprint

Additionally, other elements might be included into the service blueprint. We customise service blueprints for and together with our clients for actual service delivery and, even more important, for the redesigned service delivery. In conclusion, a service blueprint is best drawn after a mystery shopping experience or a Gemba visit.

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