Launch a Voice of the Customer Program in 5 Steps
There’s a huge difference between listening and understanding, and Voice of the Customer (VOC) programs can leverage your account development into the latter category.
VOC programs improve the customer experience exponentially—and can be implemented in just 5 steps.
Step One: Conduct and Apply VOC Relationship Research
What better way to determine what needs must be met to build a high-value relationship than asking? Interview customers, prospects, and key stakeholders to get an understanding of their marketing expectations.
Step Two: Create VOC-Driven Opt-In Relationship Strategies
Engage your prospects and clients to tell you exactly what they value and what they want from you. Don’t forget to note what they don’t want, too.
Step Three: Create a VOC-Driven Multichannel Mix
“Create an integrated, multichannel marketing program that engages and inspires your customer,” Beth Harte writes.
Step Four: Create a VOC-Driven Social Media Presence
Step Five: Invest in an Excellent Customer Service Experience
This is where your people and team development comes in: you’ll need to make customer service the least of a client’s worries—or not worrisome at all.
For much more, check out the full story over at The Customer Collective.
The customer service agents on your team—whether you’ve got one or 1,000—are the frontline of your business. They impact your bottom line, attrition, NPS and more, and it’s time we enabled them to be exceptional in their customer interactions and careers.
Making customers succeed is a business-wide responsibility that requires contributions from each function.