What is the Voice of the Customer?

Businesses are constantly speaking to their customer base using a strategic blend of marketing channels and public relations to optimize engagement. It’s an easy way to control their message, create customer loyalty, drive customer retention and leverage a consistent brand image. But how much listening do they do?

Listening to the customer is incredibly important and failing to engage with actionable, data driven intelligence can result in customer dissatisfaction and a deterioration of the customer relationship. This skill is especially important in the early stages of product and service development. Ensuring satisfaction from the beginning of the customer journey can help reduce the likelihood of waste and rework later.

The Voice of the Customer (VoC) is a process to help organizations drive continuous improvement and innovation through insight gained from customer feedback data. This can be a massive undertaking, so without a clearly defined methodology for understanding the customer experience … Read more...

Did You Know That Customer Complaints Can Be a Good Thing for Your Business?

Surely, it’s a bad thing when a business receives customer complaints. If the customer isn’t happy, then there must have been a poor interaction and we need to do everything we can to make the customer happy as quickly as possible, right?

Well, not so fast. While it’s true that no one likes to hear about customers being unhappy, it’s also true that customer complaints are very valuable learning opportunities. When customers tell you why they’re unhappy and what you need to do to make things right, they’re giving you important information about how to fix your processes and design your products to improve and enhance the overall experience for all your customers. With the broad availability of technology making consumers increasingly knowledgeable about what they want, enhanced customer experience and satisfaction is set to become the best way in which businesses can differentiate themselves from their competition.

However, collecting, … Read more...