In our first blog we talked about why listening to the Voice of the Customer is so important and gave you a quick overview of what the customer can potentially communicate to help you improve your business’ efficiency and productivity.
In this second blog you’ll learn about the first and most obvious way the customer communicates with an organization: stated needs. These are needs that the customer is able to articulate and which can be captured using the tools we’re going to talk about below.
Some of the means by which organizations can capture stated needs are already in regular use by marketing and customer experience teams. None are obligated to use all of them, but using a broad selection of them can ensure a business is able to get the broadest cross section of articulated needs from its customers.
Surveys and Direct Elicitation
Surveys are a popular method for … Read more...