Having your feedback in one place is important to any successful business. But before we focus on why organizing your feedback can give you a better understanding of the Voice of the Customer, let’s first understand what the Voice of the Customer is by providing some context.
In the past, companies relied on surveys and market research to understand their customers’ needs, but the inherent limitations of this method led to its removal.
Having feedback from your clients is all well and good, but how do you start to organise the feedback for it to start to make sense?
Traditionally companies have been set up with a Customer Service or Account Management department.
The active management of clients has often led to reactive customer interactions where the client has highlighted an issue, and it’s up to the Customer Service team to fix the problem.
They have excellent benefits, they’re easy to use, easy to share, and mostly free. Making them extremely popular across companies of all sizes, and in universities.
Yet, when it comes to understanding and improving people’s experience (whether customer, employee or user), traditional survey tools are flawed in the long run.
In 2021, understanding your experience is a matter of survival, and it thus drives massive business output:
20 years ago, they were just speculative concepts or imaginary beings in science fiction movies, both admired and feared for their endless possibilities. Today, they are at the heart of the supply chain industry.
Robots allow the automation of a multitude of tasks, they limit the drudgery of monotonous work, and they increase the productivity of businesses. This has allowed businesses to better serve their customer needs by maximising the efficiency at every stage of the supply chain.
However, whilst robots may greatly improve the processes within a supply chain and take an industry to the next level, they are…
According to Statista in 2014, 43 billion packages were distributed worldwide. In 2019, this had more than doubled to 103 billion parcels. You can thus imagine in 2020/2021 that these figures have rapidly increased.
With this new appetite for on-demand consumption it’s important to begin to adapt to this increasing demand whilst maintaining a level of sustainable practices that benefit both your customer’s perception and your bottom line. The increasing demand on distribution has led to new innovative methods of reaching your customer.
Technology, while driving up the rate of production, will also lead to leaps in innovation. Packaging can…
All companies have more or less loyal customers and they also face the churn of some of them.
This is not an end in itself because not all customers can be loyal except in a perfect world.
Do what you do so well that they will want to see it again and bring their friends.
Until proven otherwise, the goal of any business is obviously to reduce customer churn as much as possible, and that goes without saying, to retain as many new customers as possible.
It is therefore essential to put in place precise measures to reduce…
ISO is the International Organization for Standardization. ISO 9001 is an international standard for Quality Management Systems (QMS) updated in 2015.
The QMS is a set of processes, procedures, records, and policy rules that define a number of international rules to provide your company with a guideline on how you sell your products or services to your customers.
Of course, this standard will depend very much on the services or products you offer to your customers and on the needs of your company, but in its entirety, it provides all the necessary elements to ensure that your Quality Management System…
We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.
Jeff Bezos, Amazon
In today’s world, customers are increasingly demanding new features, products, and services. That’s why most businesses are interested in what their customers think, how they want the product/service to evolve, what they need to be fully satisfied by what your offer.
Many of these questions make businesses want to listen, analyze and understand the Voice of the Customer in order to improve their satisfaction…
Experts and analysts have been talking about the “customer era” for several years now, but companies have needed time to grasp this concept.
Of course, we would like to provide a seamless experience for our customers, but there is a challenge behind the scenes: a set of different processes and systems — that don’t communicate with each other or share information — creates a frustrating situation for customers.
In this context, how can we rethink our processes to meet their needs and deliver the dematerialized, personalized and secure experience they expect?
The basis of a good customer experience, whether for…
CX has been the main focus of companies in most industries for the last couple of years now. Covid-19 and the pandemic that the world is facing today have only enhanced the importance of CX, as companies have found themselves forced to implement digital transformations inside their organizations.
The financial service industry has also felt the impact of today’s digital experience economy. Taking into account all these factors, the challenges that the financial service industry when it comes to CX are also increasing. Customers today seem to hold all the cards and earning their loyalty is key.
According to The…