Who are your customers? We dare to state that the “Voice of the Customer” (VoC) is evident for your success. User driven investigation and involvement are parts of each phase of the life cycle.
Involving your customer provides knowledge and understanding of your product, documentation, positioning, communication and so much more.
There are 4 overall customer types:
- B2C – business to customer
- B2B – business to business
- B2G – business to government
- B2U – business to universities
Start with:
- Who to involve?
- What to optimise?
- How to validate?
- How to understand opportunities and barriers?
Next step:
- Who is the end user?
- Who is the user?
- Who is the influencer?
- Who is the buyer?
MR consulting use different tools:
- Face-to-face meetings
- Focus groups
- Marked analysis through quantitative and/or qualitative investigation
- Observational studies
- Customer advisory boards
- Professional advisory boards
Case story
A complex case was developing a telemedicine platform based on VOC and interaction with
VoC made it possible to create a platform that worked in the patient’s home, at the hospital and in the municipality.