Leveraging Voice of Customer Data to Enhance Your Customer Relations

In order to measure your customer satisfaction, you must adopt a robust voice of customer (VoC) plan. Apart from keeping your business informed, this plan helps you improve your services and products to meet customer expectations. Here’s how you can use it to better improve customer relations:

Understanding Voice of Customer

Voice of customer is a market survey term. It facilitates the collection, assessment, and application of consumer feedback data. Companies leverage a VoC plan to understand their consumers better. They collect this data through reviews and surveys before analyzing and distributing it to relevant departments. Are you an avid online shopper? Then you've probably come across a brand's voice of the customer program.

Key Stages of a Rewarding VoC Program

A rewarding voice of customer plan starts with relevant questions. The questions change based on a department’s needs and influence how organizations collect data. Here are the main stages of a successful VoC plan:

Collection

There are numerous approaches to gathering customer feedback. While some collect data on a continuous basis without your engagement, others, such as customer interviews and surveys, require a more engaged approach. Investigate all techniques of gathering customer feedback and avoid narrowing your options to those you are familiar with. Use a variety of collection strategies to reach a larger audience.

Analysis

This stage involves sorting the collected data to identify the metrics that give you answers to your questions. The analysis report is then forwarded to the appropriate departments to help them proceed to the next stage. The collection stage leverages on-site survey cards, review websites, and social listening. The analysis stage enables you to determine the effectiveness of your marketing program and how you can improve it.

Implementation

This stage entails determining which adjustments to make. Consumer behavior data is incorporated into social media identities, customer service quality audits reduce friction in the service procedure, and product response reviews are incorporated into new products.

Now, here are some benefits of a VoC program:

Helps You Improve Your Product

To know the value of your product, you must understand what your customers like or dislike about it. Their preferences can help you improve the product and enhance their experience.

Enhancing Customer Experience

Both positive and negative feedback is crucial. While positive feedback motivates you to offer better services, constructive criticism helps you understand the challenges your customers experience with your products. By resolving these challenges, you allow customers to experience your brand better.

Informed Decision Making

Considering customer feedback before making important decisions for your business allows you to evaluate your choices. That way, your decisions will not only be more informed, but you will also be ready for the customer’s reactions.

Sweet Tips from Ally:

Businesses, without a doubt, require a well-thought-out voice of customer strategy. VOC assists businesses in shaping their services and products into a brand in which their customers are willing to continue investing money and time. VOC strives to understand collected data, which will come in handy for all types of businesses.