Why do you Need Voice of Customer
As the term suggests, Voice of Customer is listening to your customers and their opinions.
It is an in-depth process of extracting a detailed view your customers have about the product or service
you offer. If you care about your product, you would care more about the voice of customers. Turning a
deaf ear to them is the first turn you take in the wrong direction.
To deliver excellent customer experience, companies need understand the experiences they’re delivering to
their clients. This is why voice of customer programs are crucial; the ability to listen to your customers
will give you an upper hand to compete on customer experience. A customer feedback software can pitch-in
to do the job for you!
When you remove your customers from the equation of generating revenue and building your brand, then you
got all the calculations wrong. It’s a no-brainer that customer is the king and if you plan to have the
monopoly in your domain, the voice of customers is the direct path to it.
Voice of Customer directs to building a strategy to involve the various wings of a company into a
coordinated approach to having a great customer experience, addressing issues and resolving them quickly
and effectively.
What is the Benefit of Conducting
Voice of Customer Research
If you are marching to become the industry leader, your customers can spearhead the movement. Their
contribution to molding your brand is often underutilized.
As Bill Gates rightly said, “Your most unhappy customers are your greatest source of learning.”
Now you know why tech giant Microsoft has remained an undisputed market ruler all through the years!
An effective Voice of Customer program allows you to connect and engage with your customers at every
crucial touch point in the customer experience journey. This would improve the loyalty within your
customers who would proceed to proudly endorse your brand. This directly results in more referred
customers and handsome amounts of revenue.
In addition, top-notch best-in-class Voice of Customer users also enjoy 55% greater customer retention
rates, have an average 23% decrease in year-over-year customer service costs and sport 292% greater
employee engagement rates!
Merely listening to your customers isn’t sufficient; taking an effective action to resolve issues is key!
Customer feedback tools
thus find a place in the investment plans for your business.
No business has flourished in a day. It takes immense efforts to take care of every critical stage
involved. Voice of customer programs are most effective when all the units like marketing, customer care,
operations, and product development join hands to put forth a great customer experience journey. This can
help the organization to identify blind spots quickly and make amends.
When your customers are happy, your brand grows, revenue soars.
When you treat your customers as king, you will eventually become the industry ruler!
Weave new concepts, ask the right questions, make quick decisions, and implement the best
solutions!
