What is the Voice Of Customer Program? Well, it’s a new way for customers to share their experiences regarding specific brand’s products or services. This program helps companies to better solve their customer’s problems. They listen to their customer’s problem and act accordingly. Moreover, it generates insights for the company. Later, getting all the feedbacks in align, the company works on its R & D (Research and Development) to bring necessary transformations in the products.
Customer satisfaction is the key driver to business success. If you look around then you will find only those companies successful who give importance to their customers. And for that, VOC acts as a bridge. It helps companies to know more about what their customers are saying about them? Any problem that customers encounter and they want to address, they have a medium of VOC.
If businesses learn an effective way to use this tool then, they can generate big revenues, introduce diversified product line and unique solutions that their customers like.
The best voice of customer programs is those that truss varied data channels, showcase the results and shows team collaboration. But, there are many VOC programs who lack behind. Let’s see what they do which they shouldn’t.
Less Input From Top Level Management
The main purpose of VOC is to bring necessary changes in the organizational structure and the processes. They should be communicated by the top level management as they are the decision makers. Therefore, those having less input usually are directionless and of no use.
Lack Of Design And Technology
To better facilitate your customers to share their feedback, one thing businesses do miss is the usage of outdated technology. Old fashioned designs and technology will make the customer suffer solving it for you. Moreover, if the response forms are lengthy then people would be reluctant to solve it. Thus, you will miss out lots of information. Therefore, to have the best response keep your designs and technology updated.
Direction Towards Goals And Objectives
This is the point where most of the company stand behind. When you create a VOC program, the first thing you must do is to keep your objectives align with the question you will ask from your customers. While designing a question form, keep the checklist mark. You should know why you are asking those question? and How will they benefit the organization? Hence, the information you collect will only benefit you when it matches the KPI’s of your business.
Give Importance To Your Customer’s Feedback
It is useless if you collect the feedback and won’t do anything. You keep on asking your customer, what changes we should bring and which design you would like the most? and then do exactly what you like. Then, in such a case, it is just pointless. When you ask questions and get the relevant answers, you will only win your customers when you act upon it. Bring the necessary changes and make them happy.
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