Running a business is no easy task. What distinguishes a successful business from an unsuccessful one? The answer is very simple. Businesses who have tasted success keep customers as their focal point. This revelation comes as no surprise since the different metrics that were used to calibrate success like revenue, customer retention, and churn narrates only bits and pieces of the entire story.
Voice of customer program helps a business to closely monitor the pulse of customers to understand their views and perspectives clearer. This aids to bridge the gap between what a brand provides and what customers expect from them. When customers are happy, they turn into loyal brand advocates. This paves the way for steady revenue, more customers, brand image enhancement to name a few. Voice of customer programs are now adopted by companies across any sphere and has become the go-to tool to uncover and react to customer concerns, choice, and grievances. Thus having a voice of customer tool helps to set up and effectively implement a voice of customer program in place to improve customer satisfaction and engagement. Voice of customer or VoC, aims to improve the overall experience journey a consumer has with the brand.
Voice of Customer Methodologies
The Internet has made lives simpler and task execution efficient. Listening to the voice of customers is not a Herculean task, thanks to the plethora of ways in which a business can reach out to a customer. Let’s have a quick look at the most popular VoC methodologies in vogue.
Online Customer Surveys
When you want answers to your questions, what better way to go about it than online surveys! An online survey software helps you quickly draft up surveys that help you get crucial data from customers and gather valuable conclusions from it. This will help you to discover facets that require immediate attention. A voice of customer tool that allows to build & send engaging surveys must be your top pick any day!
Net Promoter Score®
Net Promoter Score has changed the very face of customer experience and engagement. This simple, yet powerful metric helps to evaluate customer loyalty and brand affinity with just a question or two. Setting and implementing NPS system for your business gives you tremendous advantage any day. All that you must to do is, whip up a quick and crisp NPS survey with your voice of customer tool and rest assured- you can collect invaluable data from it.
Interacting with customers has taken a novel and smart approach with the entry of live chat and chatbots. A chatbot for website gently pops up when a user visitor enters a site and collects quick feedback from them. Thus having website live chat helps you to obtain customer feedback, resolve complaints, and address queries.
Emails are powerful medium to engage with your customers. Be it collecting feedback or following-up to improve the engagement, and email surveys are one of the proven methods to listen to the voice of customers.
It’s not necessary to go online always. When you are collecting reviews from customers in-person, keeping your customers waiting while the internet takes it’s own sweet time is a big no-no. Thus, having offline surveys to do the job for you is the best option in such cases. In this manner, you needn’t worry about faltering internet connection; the offline survey app collects data and backs it up whenever a connection is established.
In-person interviews help you collect detailed voice of customer data even though it’s a time-consuming process. Direct interaction with customers helps companies get an in-depth understanding of what needs to be improved and what’s already faring well.
Social Media is a powerful time in this tech age. A single tweet or post is all that it takes to make a brand an instant hit or send it tumbling down. Most of the consumers take to social media to be vocal about their opinions. Thus one can safely say social media is a goldmine of the voice of customer data where you can quickly understand customer trends, resolve their queries and address their opinions.
Online reviews are instrumental in shaping the image of a business. Hard to believe? Here are some stats you must have a look at then. According to studies,
- 92% of consumers now read online reviews
- 40% of consumers form an opinion by reading just one to three reviews
- 88% of online shoppers incorporate reviews into their purchase decision
There is a whole bunch of things you can learn from online reviews. Customers are very candid and brutally honest while they post feedback reviews online. There’s a huge repository of the voice of customer data that you can mine from online reviews.
Originally published at surveysparrow.com.