Voice of the customer
Customer experience, VOC: In this session you will learn how to better understand customer needs and identify gaps between process performance and customer expectations. You will learn how to build a Customer Centric Organization, how to develop Customer-focused KPIs and connect the to the Net Promoter Score.
Contact usLearn how to approach the notion of customer experience and customer expectations and how to identify process features that will have a real impact on customer satisfaction.
AVAILABLE FORMATS
- Overview: classroom learning, interactive exercises
Customized Skills Development
Learning by doing
The legacy of solid Productivity training and certification experience: actionable, Proven, Results-Oriented customized training programs are tailor-made to meet a wide range of training needs.
Productivity Innovation delivers specific training events in Operational Excellence and Innovation to help companies go beyond mere Lean tools and build a growth path: Lean in Support Services, Lean in Laboratories and R&D, Leading Lean and Operational Excellence, Customer Centricity, and building a Zero Failure strategy.
Our programs range from Leadership and Executive Awareness programs to on-the-job training for Operational Teams, in both Industry and Services. We offer classroom training, but also practical workshops, modular curriculum training over a period of several months, and of course regular support in the implementation. Our programs can be customized to fit different manufacturing, service, and healthcare environments.