Embrace the Voice of the Customer! Top VoC Trends for 2011
"Embracing the VoC will make the difference between
success and failure for many organizations over the coming
It is widely acknowledged that Voice of the Customer programmes
are becoming increasingly recognised as key components of not just
customer service efforts, but also in strategic decision making. In
this first of three blog posts this week, we outline our top VOC
trends for the coming year.
1. Customer Insight - With
Voice of the Customer programmes crucial in improving
the customer experience, companies will increasingly start to
use insight created from the analysis of feedback to
drive strategic decision making.
2. Voice of the Employee - At
last companies are starting to understand and appreciate the role
of their employees in building customer loyalty and improving the
customer experience. Call Centres will increasingly be manned by
employees trained in customer service, equipped to deal effectively
with customer issues.
3. Multiple touch points - It
is now critical for companies to offer their customers the same
experience regardless of which channel the customer chooses to
communicate in - whether via the Web, by phone,
email, text or completing a survey. Companies should
determine which are the key channels for their customers, and then
make sure that they can offer the same level of service at every
customer touch point.
Check out Wednesday's post for three more SynGro trends for