What are your customers actually telling you and how do you analyze this information to get to meaningful insights? Then, how do you use VOC data to drive change in your organization? There’s no denying that the focus on delivering great customer experiences (CX) has increased globally over the past few years. Whichever kind of service you provide, the voice of your customer is very essential because, It helps you to grow in providing service.
Listening to the voice of the customer helps to capture customer experience insights and it comes with many practical benefits.
* It takes something vague like customer experience, and turns it into quantifiable metrics.
* It identifies clearly the key drivers of customer satisfaction that are unique to your business and your customer base.
* It shows you the trends, progress, and declines of your business over time, allowing you to adapt to changes as you go.
* It plays an informative role in employee training, performance review, and shaping the internal culture of your business.
Even though all these reasons are worthwhile, to the customer, they’re just corporate jargon that has little to do with the reality of their lives and their relationships with your business.
Looking at the notion of customer experience from their perspective, Voice of the Customer isn’t just a setting, it’s a promise.By listening actively to customers, you are promising to value their opinions as much as you value the opinions of the shareholders or owners who are profiting from their business.
When you guarantee to put your customers at the front and center of your business, it can inspire confidence, especially if they see enough action which proves your words are not empty. It also gives them an invitation to voice their opinions and participate, knowing that their voices won’t fall on deaf ears.
Are you delivering on your promises? CSM is passionate about improving the customer experience, and can show you how you measure up against your customers’ expectations. Contact us today to find out more