By conducting Voice of Customer research, you can ask the right question to understand the customer journey, which helps drive customer-centric organizational change. In terms of your digital channels, analytics may be telling you what is happening on your website or in your conversion funnels, but your customer’s voice helps you understand why. By asking your customers, you can build better products, deliver better services, and improve your customer experience to adapt to your customer’s evolving needs and foster loyalty.
The key to building an effective VoC program is to gather customer insights across multiple touchpoints to make your data actionable. The Voice of the Customer can be captured through various methods: surveys, emails, chat transcripts, phone calls, social media interactions, etc. The insights collected can be further translated into clear business objectives that will help bridge the gap between customer expectations and the organization’s offerings.
Turn your Voice of Customer insights into actions that improve your customer's journey, and truly drive organizational change towards customer-centricity.
A customer-centric organization is driven by the input received from customers, what they need and what they want. You collect user insights and subsequently put them to use, by designing delightful experiences. Such efforts improve customer loyalty and healthy customer relationships over time. This customer-centric approach brings in loyalty, which decreases costs in customer acquisition and product development. Also, understanding how customers use your products and services allows you to prioritize features in a cost-effective way. The risk of making expensive mistakes decreases, while you achieve a competitive edge. An organization doesn’t become customer-centric in one big jump: it's a journey with different stages of maturity, and it all starts with a strong Voice of Customer program.