Voice of Customer
Active and passive feedback as well as surveys in all channels. Tried, tested and proven methods, works wonders if connected and well targeted.
Survey fatigue is indeed a problem. However, customers still provide feedback throughout their journeys in various ways and touchpoints if you deploy your listening in a sensible way with intelligent and versatile technology. Some core concepts for success:
- Don’t over rely on email surveys. Embed listening post into the customer journey in a natural way without being invasive
- Avoid one size fit all. Tailor your reporting via role based dashboarding and distribute to trough out organisation visualizing that CX is everyone’s concern
- Close the loop. Well designed and carried out, closing the loop with customers that have provided builds trust. This is proven beyond doubt and a sure way to increase loyalty and revenue
We partner with leading software providers helping you design, implement and run your VoC programme as effectively as it can be.