Voice of the Customer Programs
Customer research shouldn’t be something you do every few years. If you only stick a dipstick into your car’s engine every second birthday you’ll blow something up. Even then, checking the oil will only tell you whether or not you’ve got an oil leak. You need to know how the engine of your business – your customers – are feeling all the time. You need to know what they think of the ride and the scenery at different parts of the journey. If you really want customers who’ll tell their friends you’re amazing , you need to have a relationship with them, and you can only do that by listening to them.
Our Voice of The Customer programs help you understand and improve the customer experience by knowing what’s working and what’s not by assessing overall satisfaction and loyalty levels. They help you identify and understand systemic problems which won’t rear their heads with singular research projects, and they close the feedback loop between management, consumers and frontline staff.
In these days of social media an unhappy customer experience can lead to disgruntled customers broadcasting their dissatisfaction with your brand to an audience of thousands within a few hours. This makes it vital to give customers a forum to talk to you directly.