Voice of the Customer

We recognize that the customer feedback needs will differ with each client. Some will have a full program in place, regularly assessing the nature of the relationship, as well as getting customer feedback after each interaction with the company. Others may have a limited program in place, focused on one functional area, such as Customer Support. And still others may be dissatisfied with the one they currently are running. On top of that, products, customer segments, distribution channels, systems, and processes will vary company to company.

We will work with you one-on-one to configure a program that is tailored to your specific needs, while building on our proven methodology. The customer strategy we design for you marries sound research principles and flexibility, designing and implementing surveys that ensure you collect relevant customer data and then make the best use of it.
 
 

Linkage Satisfaction, Loyalty, Actions, Business Outcomes

Our VOC model is based on the premise that customer satisfaction is the hub of a system that links customer satisfaction to customer loyalty, with all the customer inputs pointing clearly to targeted tactical and strategic actions that must be taken to improve performance. Proper performance management will impact business outcomes. This linkage helps you demonstrate to senior executives the importance of having a robust customer strategy.
 
 

Emotional Component

Furthermore, we believe that customer attitudes have both a rational and emotional component and that the latter is key in forging that strong attachment to a company that defines a fully committed and loyal customer. That fully committed customer will not only continue to do business with you, but will be more likely to expand business with you, and serve as your best advocate. Customer retention is not enough, since it includes customers who are exhibiting downward migration in spending habits. Our approach calls for segmenting and targeting customers by profitability, which typically is directly related to the customer’s level of commitment. It makes sense that you want to understand and satisfy your most profitable customers, while learning what it would take to grow the ranks of the highly committed.

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