Customer Experience
Need some advice around putting together
a Voice of the Customer Program?
What you need
You might have tried surveys before, maybe you even have one running now... Or you might be finally ready to listen to your customers and ensure they're part of your business improvement strategy. At Red Loom we can help you out together a Voice of the Customer program that will deliver insights systematically to the right people in your company so you can retain clients, improve your products and services, and drive ROI.​​
"The first step in exceeding your customers’ expectations is to know those expectations", Roy H. Williams
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This quote seems obvious and yet so many organisations fail to gather the right customer insights, at the right time. And when they do succeed, it is still a long, windy road to being able to take action on these insights to improve the customer experience. Not to mention linking these actions to business results.
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The truth is, despite evidence that shows the correlation between a better experience and financial benefits, businesses still focus on revenue and cost before their customers. And by doing so, they fail to capitalise on the positive business outcomes that occur when you deliver to your customers’ expectations (and beyond!).
What I deliver
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Define a Voice of the Customer programme that delivers to your business KPI’s
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Segment and prioritise your customer base
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Set up the right questions that will deliver the insights you need, without burdening your customers
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Select the technology that fits your needs and your budget
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Analyse customer insights to help you prioritise actions
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Add insights from your employees to add context
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Link these actions to business outcomes
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Review your VoC programme on a regular basis
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Empower your team to take ownership of the programme in the long run
The bottom line
Voice of the Customer programs are only successful if there is true appetite at board level to take meaningful actions based on representative insights from customers.
Whether these actions are focused on closing the loop with individual customers to avoid churn, or prioritising process improvement initiatives, Red Loom is the right partner to get you started, or help you get to the next level.
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Contact us today to share your requirements and see if Red Loom is the right fit!
"The first step in exceeding your customers’ expectations is to know those expectations."
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