Many companies know that listening to their customers is central to success, but many struggle to deliver value from their Voice of the Customer programs.
Across every sector, customer expectations and competition are transforming how companies operate. The rise of digital channels has dramatically changed how customers engage with brands, while lowering the barriers to entry for competitors. Consumers want to buy from companies that they identify with, that are easy to do business with, and above all listen to their voices. Fail to act on their feedback and customers will have no hesitation in leaving for a rival – while sharing their bad experiences with their friends and family on social media.
Yet, while most companies run Voice of the Customer (VoC) programmes, the majority are still not getting enough insight or ROI from them.
This guide aims to help brands to embrace next generation VoC, providing best practice recommendations and real-world case studies that illustrate how customer intelligence can improve CX and consequently increase loyalty and revenues.