"When you assume negative intent, you're angry. If you take away that anger and assume positive intent, you will be amazed." Indra Nooyi


Voice of Customer- Know What Your Customers are Saying

On 10 May, 2019 | No comments

As we all strive day in and out to make customers happy and loyal, we know what we do which contributes to one side of the story i.e inside out but, is our outside in story also talking the same? This is where the Voice of Customers becomes important. VoC provides valuable insights into product improvement, brand perception, customer expectations. A well designed VoC program when aligned with business goals can bring out 360 degree view of the service/product in discussion. Bottomline is, every service/product is created to be consumed by customers. Customers accept/reject at their will.  In order to extrapolate, predict, evaluate the spread, analytics is very important. The data that is captured through various online platforms, surveys, reviews and even face to face interviews is a gold mine and if analysed properly this can pave way to many potential opportunities and areas of improvements.

What is Voice of Customer?

Voice of customer is a customers’ desire, expectation or statement made on products, services or the brands as a whole.

Why do organizations need VoC programs?

A VoC program is not limited only till capturing customer views and opinions, it is an all round process which can be customized for employees, B2B clients, end customers, dealers if any and more. Customized questionnaire prepared accordingly give an insight into the perceptions, expectations and moments of truth. Conducting timely VoC programs helps the organizations to know the dynamic customer demands and understand the changing market trends, basis which they can do the action planning for future amendments. Not only enhancing customer experience, VoC insights also help in improving the marketing and branding activities by giving a foolproof competitive analysis.

Digitization of VoC programs - promises for tomorrow

Tech driven VoC capturing solutions provide a single robust dashboard with the drilled down reports explaining in-depth reasons for the churn(if any), customer dissatisfaction or satisfaction and much more.

Steps to a successful VoC program?

Four steps define VoC analysis:

-Custom designed questionnaire

-Experience capturing

-Experience rating

-Analysis and dashboards

These steps make the entire VoC process which is divided into subparts customized according to industries and organizations. QDegrees has been creating tailor made program with a blend of both technology and human intelligence. With the right use of Digitization tools and technology we have been able to analyze data in the form of comments, reviews and feedback through machine learning to categorize various comments as positive, negative or neutral.

Analysing the voice of customer is the way to know who your customers actually are and are you delivering to their expectations. Get in touch with our expert consultants to know more.

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