Customer Experience Series.
Are customers loyal to your business? What do they say about your products and services? Knowing these answers can have a huge impact on profit and income over time.
The “Voice of the Customer” (VoC) is a term used to describe the exhaustive process of capturing the expectations, preferences and experiences of the customer, with the aim of connecting them
with the key business indicators. VoC processes represent a radical change in many companies, in which collecting information from the customer usually reflects the organizational structure. Each business unit collects information through its own methodology and for its own use, putting critical information on the issues in silos – and deprive companies of the benefit of intergroup communication.
Although many organizations recognize the importance of attracting the attention of their clients, most find it difficult to evaluate the VoC through surveys, phone calls, web chat, emails and social networks. The formal VoC and customer experience programs have appeared to bring some order to chaos. The establishment of a program usually includes creating a methodology to obtain an understanding of the client’s trajectory, and then implement it throughout the company.
Learn the 6 tips to help you build the foundation of an effective VoC program:
1. Classify customers
2. Understand Interactions with the Client
3. Establish Listening Points and Moments of Sincerity
4. Monitor the progress
5. Handle challenges from different sources of information
6. Recognize the Value of Analysis
In our next edition, learn more about each of these tips.
In the meantime, click here to learn about the Voice of the Customer tools that we have available for you.
