Using AI to understand customer feelings, we create focused strategies to raise sales and lower churn
VOC programs have become all the rage in the past couple of years. In his book, ‘Listen or Die’, Sean McDade explains how a ‘Voice of Customer’ program is the pathway to sustained growth. It is also the only true method of finding out what your customers think about you or want from you. But, first
The phrase, ‘Voice of customer’ refers to your customers’ expectations and feedback about your products/ services.
Therefore, a VOC program is a systematic program that makes this possible. Basically, it’s a system of-
There are various tools that you can use to collect customer data. The most popular ones being,
Short answer? Yes. Today, a VOC program is the only real way to listen to what your customers are saying. Everyone knows that customer experience can make or break a company. In fact,
Because the feedback comes directly from them, a VOC program provides
A good VOC program allows you to measure customer experience in real-time at all critical touchpoints. Which in turn, allows you to build stronger relationships with your customer.
Therefore, you need a ‘voice of customer’ program to improve your-
In conclusion, VOC programs have been proven to reduce costs and increase revenue. Listening to your customers’ voice empowers you to identify angry, at-risk customers and therefore reduce churn.
What’s more, a good ‘Voice of customer’ program promotes a customer-centric culture within your organisation. And, being customer-centric is the only way to flourish in the current market scenario.
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