Knowledge base

Proactively collecting the voice of the customer

In the domain of figuring out the Voice of the Client (VOC), proactive strategies assume a crucial part. We should investigate three famous techniques: perceptions, meetings, and center gatherings, each offering novel bits of knowledge into client points of view.

Observations: Uncovering Insights Naturally

  • Observation is essential for understanding VOC. It appears in different forms:

    Structured observation: It involves systematic measurement of certain actions.

  • Unmethodical observation: informal investigation to develop hypotheses.
  • Secret observation: Observing without the subject’s knowledge.
  • Public observation: Observing with subject knowledge.
  • Natural observation: Investigating actions in their natural environment.
  • Sketch observation: Analyzing actions in controlled settings.

Interviews: Crafting Conversations for Insight

Interviews provide a more personalized way to analyzing client experiences. They come in various tastes:

  • Structured interviews feature pre-planned questions with limited response alternatives.
  • Semi-structured interviews are guided by specified topics and allow for different responses.
  • Open interviews involve initiating discussions on wide topics and encouraging spontaneous responses.


Focus Groups: Using Collective Wisdom.

Focus groups allow for in-depth conversations with a small set of members. Key steps include:

  1. Define the session’s objectives explicitly.
  2. Prepare a list of targeted questions.
  3. Facilitate the debate to ensure inclusion and participation.
  4. Use visual aids such as flip charts to improve understanding.
  5. Encourage intelligent comments and check for understanding on a regular basis.
  6. Record the session with the participants’ permission for comprehensive analysis.


Wrapping up:

By embracing these techniques, businesses may delve deeper into their consumers’ thinking, gaining important insights to drive genuine transformation.

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