Are you currently running an SMS-of-Customer programme? Or a Web-Survey-of-Customer programme? Chances are good that if you are, you’re not calling it that. You’re probably calling it your Voice-of-Customer (VoC) programme, even though voice has nothing to do with it.
When we talk about Voice, we really mean it.
There’s a reason other feedback providers don’t want to admit that voice is not a part of their offering. Most customer feedback is dull and impersonal – it lacks cut-through, it doesn’t inspire. Voice feedback is different.There is nothing as powerful as the unscripted, unedited voice of the customer. The best tool we have for communicating our thoughts and ideas to others is our voice.
“The future of customer experience lies not in metrics, but in empathy.”
– Bruce Temkin, Customer Experience Visionary, Keynote Speaker, Strategic Advisor.
With Customer Radio, we connect businesses to their customers in a way not possible by other feedback methods, because voice carries emotion and emotion inspires empathy. Our clients regularly tell us that staff have been moved and inspired by the voice feedback they hear on Customer Radio. So next time a feedback provider talks to you about ‘voice-of-customer’, ask them what they really mean.
To learn more about how Customer Radio can bring VoC to your organisation, click here.