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Voice of Customer

Listen to your customers throughout their journeys and find the ‘why’ behind the ‘what’ with intelligent deployment of VoC analytics that goes way beyond multi-channel surveying.

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.