Lack of communication is where relationships fail, even if it’s a customer and buyer relationship. If companies fail to listen to customers, they will not provide the best user experience. Well! Even destroy the foundation of your relationship with customers.
If you want to survive in the market, you have to listen to what your customer says and value their feedback.
Do You Know About the Voice of the Customer?
VOC or voice of the customer is a term used to define the collection of customer voice about their experiences with your brand and their expectations from you.
VOC program is the technique where companies conduct surveys to receive feedback to improve customer experience and products.
Nowadays, many companies are using Voc platforms to gather constructive customer feedback for improvement. These platforms or programs allow companies to measure consumer feedback in real-time.
We Have Enlisted Few Tips for You to Improve Your Customer Experience by Voc:
Gather feedback as per customer segmentation: gathering customer’s valuable information is an asset for the company. And collecting feedback as per segmentation is a lot more effective as it can be more specific. Companies with b2b business models must consider taking insights from their direct customers and partners. Irrespective of your business model, the voice of the customer will always help you improve more. However, gathering necessary details with customer segmentation is effectiv and more insightful. For instance, Customers of different gender, religion, etc., will have a different perspective about your products.
Survey your employees: Your customers are not the only way to receive feedback; employees play an important role. Sometimes, employees hesitate to give feedback directly, which might be useful for you. Therefore, conducting surveys with employees regarding your products can help you before you launch your products in the market. According to a study, positive feedback from your employees offers better customer satisfaction. Gathering surveys from employees has now become a tradition in various organizations for improvement. Therefore, you can also start surveys before the launch of products or after every few months.
Channel your customer interactions: There are several ways or channels of communication between your brand and customers. How do you interact with them? Do your website organize polls every month, or do you send personalized emails for feedback, or do your company organize conferences for regular high-paying customers, or do you organize random meets. These are several touchpoints for you to interact with customers. Catalog and optimize these channels for constructive criticism to improve constantly.
Create reports for customer feedback: When you decide on the voice of the customer platform, ensure that they can handle multiple survey projects for your company and provide insightful reports. When conducting surveys, don’t go unplanned or randomly, although random surveys can be beneficial in some cases. Plan and schedule your customer surveys and analyze their response. Follow up on your plans regularly if you are going to use their responses constructively.
Use both relational and transactional surveys for feedback: Customer surveys can be categorized in transactional and relational, where relational surveys give you a comprehensive picture of how your customer feels about your brand. They involve taking feedback about how consumers perceive your brand, what they think when they hear your brand name, etc. On the other hand, transactional surveys fall under more statistical and tactics of numbers. They provide deep insights into how and what your customer feels, what they want, how much they purchase from you, how often they visit you, recommend you, etc. It can be grouped into numbers to improvise customer experience and your product approach. However, if you are new to VOC, relational surveys are better for you, and if you are looking for meaningful and deeper insights, then transactional surveys are your choice.
Make sure your voice of customer platform is set up for nothing less than success: Companies hire Voc platforms to generate customer experience metrics and surveys to receive feedback. They provide a deep understanding and knowledge of customer experience about your brand that can be incorporated into your organization for a better approach. VOC creates various types of surveys, plans, and reports to help you ensure a better customer experience.
Social media interactions: Most trending easy, and valuable asset to receive feedback and interact with your customer in a general way. Companies should be quick to understand the voice of the customer through social media platforms. Moreover, Social networking platforms allow you to keep an eye on your competitor’s customer engagement. If you can provide what they are not quickly acting upon feedback, you will always stay one step ahead. Fast replies and resolving customer issues on social media are as important as feedback. Social media profiles are the face of your brand; everything is open; if you disappoint customers or ignore customer voice there, you are at a disadvantage.