Customer experience professionals need to embrace a new way of thinking. Today, customers expect personalized service, the ability to customize products and services to serve their unique needs, and immediate gratification.
In this age of information overload, there is opportunity to seek out a few more “alligators” in our customer data. One method that could help is instituting a more formalized and managed follow-up process with our key accounts. In other cases, there are opportunities to learn more from the commentary provided by customers in surveys or in other feedback forums.
Voice of the customer, or VoC, has become mainstream – a common, or even essential strategy for many businesses. But what is VoC, and what is the benefit of establishing a VoC strategy?
In today’s business environment, we hear a lot about the voice of the customer. And with good reason. More than ever, listening to your customers makes sense. And that is what voice of the customer or “VOC” programs are all about – listening to your customers to hear about their experiences, learn their likes and dislikes, understand their perspective, and anticipate their needs.
To get a deep understanding of customer needs and expectations, a robust and meaningful Voice of the Customer (VoC) program needs to be in place to collect the insights needed to drive CX strategy. But, just as a builder wouldn’t build a home without a blueprint, you shouldn’t build a VoC system without a plan.
Just as if you were looking to design a new home for your family, we see the need for architects in CX. People who will take the time to understand your needs, preferences and intentions on how you plan to use the space – or, in the case of CX, use the insights.