As an example, VOC analytics helped a Top 50 bank uncover numerous customer complaints about being required to make wire transfers in person at banking locations. To build the business case, start with small, measurable, pilot efforts. Be prepared to take action to drive improvements: To ensure you can act on insights gained through VOC analytics, build buy-in for customer experience changes by recruiting champions, influencers, and executives across numerous lines of business.servicing) to better understand where and how to make improvements. Additionally, it’s a good idea to map the customer experience lifecycle (such as pre-sales vs. Analyzing both structured and unstructured data provides a richer, more nuanced view of the customer experience. And don’t forget to track social media, where customers often vent about, or praise, their service experiences. For well-rounded insights, be sure to monitor numerous touch points -capturing both structured data (e.g., surveys and transaction data) and unstructured data (e.g., call center transcripts and customer support email feedback). Gain a holistic view of the customer experience: To really understand and improve your customer’s experience, it’s important to develop a complete picture of their relationship with your business.Create a Strategic Roadmap: Whether you’re a large financial institution, a retailer, or a utility company, you’ll gain greater value at potentially lower cost if your Voice of the Customer program starts with a clear game plan.To build and run a successful Voice of the Customer program, your approach will evolve along the way, so think about it in three strategic phases: getting a great start, building momentum, and then expanding the potential. That’s where an effective Voice of the Customer program can add real value, delivering insights to help you improve customer experience and meet key business objectives. Success often relies on having a deep understanding of your customers across every touch point –and that involves listening. With increasing competition to retain customers, build brand loyalty, and attract new business, companies of all types are seeking ways to sharpen their focus on the customer experience.
0 kommentar(er)
