Listening to and acting on the customer voice
Set up your own customer feedback management programme
If your business is small, you can still talk to your customers. But for large organisations, this is easier said than done. Relationships are replaced by CRM systems, and customer conversations become market research.
A quality customer voice programme allows you to reconnect to your customers. To monitor the way in which they experience your business and act on any feedback they provide.
In less than 4 hours of your time, this sprint pack shows you how you can set up a customer voice programme for your business.
Using know-how from the world's most advanced customer voice programmes, you will learn:
- the arguments to convince your colleagues and your C-Suite of the need for a customer voice programme;
- all the aspects you need to consider when putting together surveys, action mechanisms, cross-functional programmes and experience dashboards
- a step-by-step method to plan your work and engage your colleagues (incl. meeting scripts, PowerPoint slide-decks and useful templates)
While you will still need to build a programme that works for your company, these modules make sure that you look at all the elements that are required for a successful customer voice programme. And should you require some extra assistance, optional coaching is available
Alain Thys is one of Europe's veterans in customer-centricity and human media.
His contributions influenced the experience of over 500 million customers and 350,000 employees in 100+ countries. This journey has taught him - the hard way - what works and what doesn't when the customer buzzwords fly around.
Today, he shares his knowledge where he can. He acts as customer coach, experience architect, speaker, author, storyteller and non-executive advisor.
For more information on Alain, visit www.alainthys.com.
StartThe survey mechanism worksheet (1:16)
StartWho should you survey? (5:12)
StartWhen should you survey? (5:12)
StartWhich core questions should you ask? (7:22)
StartWhich additional questions should you ask? (6:44)
StartHow can you capture customer responses? (8:49)
StartHow do you measure survey performance? (3:41)
StartHow do you improve survey performance? (8:01)
StartConcluding part 2 (1:03)