INNOVATE & USE VOICE OF CUSTOMER

Identifying & Understanding Customer Perspectives to Build Better Relationships

A 2-Day Course

 

Introducing Voice of Customer

Voice of Customer or VoC, involves not just hearing what customers have to say, but also understanding the language of the customer. This involves deriving meaningful insights from customers, even if they are unable to articulate their thoughts in words.

The Gartner Group and Bain & Company state that 89% of companies are already competing primarily on customer experience (CX). This indicates that delivering on customer experience is one of the few remaining avenues that organisations can use, in order to set themselves apart from the competition.

To compete on customer experience, Clubs need to deliver a consistently better services, in a manner that is sustainable and engaging. To do this, Clubs need a detailed understanding of the experiences they currently deliver to members and guests. This is why Voice of the Customer programs should be a priority for Clubs of all sizes.

The Innovate & Use Voice of Customer Program introduces Club managers to the range of VoC tools available, digs deep into the customer decision-making process (both current and future) and explores how VoC can be leveraged in the decision-making process, to identify opportunities.

Topics Covered

  • Introduction to VoC

  • Understanding Decisions

  • Model for Decision Making

  • Understanding Features & Benefits

  • Understanding Customer Needs

  • Stability of Current Preferences

  • Identifying Uncertainty

  • Independent Influences

  • Bias, Search and Choice

  • Research Methodologies

Key Features

  • 2 Day Program

  • Interactive Classroom Environment

  • Detailed Text book

  • Topic-based Audiobook (MP3)

  • Knowledge Review Quizzes

  • BULLSEYE CX Course Completion Certificate

VoC Audio Book Sample - BULLSEYE CX
00:00 / 00:00

Who Should Take This Course

This course is designed for all Club Managers across the Marketing, Operations, Gaming and Analytics functions, as well as supervisors and front-line staff. The BULLSEYE CX VoC course equips participants with an essential set of critical thinking skills that can help initiate the delivery of insights, ideas, tactics and strategies from across the organisation to help shape future growth.

Course Availability

The BULLSEYE CX 'Innovate & Use Voice of Customer' course is available via the following 2 avenues:

Exclusive Club On-site Courses

  • Course delivered at your Club, for your Teams

  • Dates as per Club Preference

  • Up to 10 participants per Course

  • Discovery Call to customise course material

  • Low learner-trainer ratio

  • BULLSEYE CX Course Completion Certificate

Regularly Scheduled Courses

  • Courses delivered at external/independent venue

  • Courses run regularly (contact for more info)

  • Mix of participants from different Organisations

  • Low learner-trainer ratio

  • BULLSEYE CX Course Completion Certificate

More Information & Registrations

For more information regarding the 'Innovate & Use Voice of Customer' course, or for pricing enquiries, please contact Brett Jones​, Senior Advisor, BULLSEYE CX on brett.jones@bullseyecx.com.au or fill out our enquiry form below.

Why BULLSEYE CX

BULLSEYE CX has several years of hands-on experience working with Australian Licensed Clubs and Gaming venues.  BULLSEYE CX has designed and delivered Club specific courses that have helped up-skill Club teams to drive efficiency and significantly enhance their contribution towards their respective Club's strategic direction. Our team is equipped to work with clubs at any stage of their growth trajectory, leveraging expertise and technology to deliver robust customer experience strategies, including Customer Relationship Management. BULLSEYE CX has developed proven processes, engages highly skilled people and has developed technology to reduce costs, risks and complexity around enhancing customer experience strategies, from design to implementation and management.

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