In today’s world of immediate gratification, customers are more demanding than ever before. To keep up with their expectations brands increasingly invest in Voice of the Customer programs that employ a closed-loop process, that starts with listening to the customer.
We do everything your typical CX provider does and we also do real Voice of the Customer. Our groundbreaking technology allows you to do all the quantitative you could need with the additional benefit of being able to add qualitative data, at scale and cost effectively.
CX is not a one-size-fits-all. We can provide you with the tools, skills and experience to meet your needs from a soup-to-nuts programme to analysis about your customers' needs - we've got it covered!
By the simplicity and power of the customer voice we have considerably grown our desire to understand what our customers want from us
The accessibility and speed has essentially transformed our feedback programme
With voice feedback we’ve been able to retain several customers who were ready to leave us. One recent example was a customer who represented half-a-million dollars of lending value. She was very unhappy and we were able to resolve the issue and retain her business. We would never have known about her without the voice feedback program.
Our COO was our most active listener. I think that highlights that this can be set up as part of your daily business process. To start the day with ten minutes saying, ‘what is it customers are telling us,’ would be a really healthy way for people–to go about their day.
in terms of insight, it was instant!
Seeing the written feedback absolutely has impact. But hearing the customer say it takes it to an entirely new level. Listening to a customer give us some positive feedback is just so powerful. It really brings it home and reminds everyone regardless of their role, regardless of whether they’re customer facing or not, regardless of whether they’re part of the executive team or someone on the phones, just how important it is that we remember our customers. It reminds you that these are real people going through real experiences.”
Gen Z the next crucial target market for businesses. Known for their empathy and inclusivity, how can businesses understand them ?
If you were CEO and could sit down to have a conversation with any of your customers, what would you ask them?
What happens if you spend your time focusing on customer “‘wants” and forget about customer “needs”’? ...