A critical component to delivering strong customer experiences that increase loyalty, enhance brand and enable profitable growth.

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Voice of the Customer (“VOC”) is a term used to describe your customer’s feedback about their experiences with your company and their expectations of your people, products and services. VOC is a critical benchmarking tool that is used to establish a baseline for continuous improvement. It provides insight including but not limited to:

 

• The needs and wants of your customers

• The service levels provided by your customer service team as well as other shared services departments they may come in contact with

• The relative importance of features and benefits associated with your product

• The expectations and promises that are both fulfilled and unfulfilled by your company relative to your competitors

• What your areas of improvement are required to achieve total customer satisfaction?

 

Successful client surveys require: balance, themes, timeliness and action. Integrate your customer experience program by using Butler Street to administer a Voice of the Customer survey. Create a meaningful dialog with customers by not only asking them for their feedback at regular intervals, but by acting on that feedback and sharing with customers what you've done. A simple way to create a strategic competitive advantage. 

 

Click CONTACT to learn how we can help build a closed-loop system for engaging and acting upon customer feedback.