NewsVoice of the customer

How To Build An Effective VoC Programme

Customers are becoming ever more powerful and ever more vocal with giving their views to the companies and organisations they interact with. Listening to your customers is essential to understanding their needs and exploring areas for improvement.

Here are some key points to consider when building a VoC programme.

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NewsVoice of the customer

An Essential Guide to NPS

What is NPS? 

Net Promoter Score (NPS), measures customer loyalty and works by simply understanding the proportion of promoters (advocates) and detractors (critics) within a business. NPS is a really powerful key metric in the measurement of customer experience as it is correlated with revenue growth. Used correctly, it can really help a business understand the drivers of success and failure.

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Voice of the customerIVR

5 Great Ways to Collect Customer Feedback

Why is it critical to collect customer feedback?

Collecting customer feedback is one of the best ways to listen to your customers’ voice. Transactional surveys help you to identify and remedy customer pain points, understand what your customers need and most importantly, understand where your business has room for improvement.

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Voice of the customer

How To Build The Perfect VoC Strategy

Why is a VoC strategy important?

Rolling out a VoC programme is no small feat, it involves engaging with many stakeholders within your business. It will mean providing data to 1,000s of staff to enable change, so a clear strategy is of paramount importance. The key to success for any voice of the customer programme is taking the time to plan your VoC strategy in the initial stages. Lack of direction and unclear communication can create results that fail for both the business and their customers. Good input creates good output.

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