The voice of the customer examples
People often think that customers are the buyers of your overall product or service. However, this is not true; (in)direct colleagues are also seen as customers. Continuous contact with your colleagues ensures that you find out what they want from you. This then ensures that their needs can be met, which ultimately leads to reducing waste in your work (environment).
Thus, it is important to engage in daily voice of the customer examples retrieval and integrate it into your organization in such a way that it becomes an automatic action. This leads to a true VoC culture, trust from your sides and a daily elimination of waste.
3 Tips for Retrieving the Voice of the Customer
Using the following 3 tips, we will show you how to retrieve the Voice of the Customer (also called customer desire). At this stage it is important to have a clear idea of who the different customers or customer groups are.
3 ways to stay in touch with your customers
As we have seen above, it is very important to stay in continuous contact with the customer. It is often difficult to find an effective and efficient way to do this. Below we give you 3 ways by which it becomes possible to achieve this continuous process:
How to make the Voice of the Customer measurable
Identifying voice of the customer examples is often harder than you think. The examples below show what we may encounter as voice of the customer examples in practice:
The above needs are simply not concrete enough to get started. The premise of the Voice of the Customer must be measurable. But how can you measurably demonstrate that these needs are being met? Within Lean and Six Sigma, we work with the Critical To Quality (CTQ) tool. It is a way of making the voice of the customer examples concrete by attaching critical quality characteristics to the customer’s needs. How to determine this CTQ can be read here.
After it is clear exactly what the customers want, you can proceed with the KANO model to place and prioritize customer desires.
Also read about prioritize features!