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 voice-of-the-customer (VoC) 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 4 hours of video and dozens of templates, meeting scripts and how-to guides, this sprint pack shows you how to set up, manage and continuously improve a high-quality VoC programme for your business.
Leveraging the world's most advanced customer voice practices, it shows you:
- 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)
By implementing the methods of this sprint pack, you ensure that your VoC efforts address all the aspects that make a customer voice programme successful. You can then work with your coach to tailor the generic Customerfit templates to what works for your business.
Upon successful implementation of your VoC programme, we'll also confirm you as a Customerfit Certified VoC Specialist.
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)