Voice of Customer (VoC)
VoC oversees all aspects of the customer experience
VoC is a subset of the broader category of Customer Experience Management (CEM). CEM ranges from helping to set expectations, to delivering a repeatable and rewarding experience, to collecting feedback, which is what VoC is all about.
Building on solid Enterprise Feedback Management (EFM) processes to optimize your customer’s experience is essential in today’s business environment. Customers are empowered. They don’t trust business claims, and prefer to seek recommendations from their peers. Complimenting this with personal mobile devices and social media and the result is a consumer driven appetite to broadcast their opinions on brands and business. They share, they like. They are fans, or not.
Utilizing EFM infrastructure, enables you to centralize all feedback data (both solicited and unsolicited) and associated processes provides a holistic and integrated approach to feedback capture. Once captured, analysis and subsequent business recommendations can be implemented. The outcome is better insights and reduced costs.
VoC initiatives, deliver strong business value including:
- Product & Service optimization
- Brand and Reputation monitoring
- Campaign optimization
- Market & Competitive intelligence gathering
- Sales process optimization
"The fact that the passengers’ responses are also immediately available means the airline has the opportunity to react to feedback immediately. Now customer satisfaction ranks second in terms of importance when evaluating our corporate goals. "
Hilti, leading professional tool supplier
“The general satisfaction and loyalty KPIs of the customers are an important measure of success for us. They influence the pay of many employees right up to management level.”