Voice of the Customer (VoC)21 April 2014
The benefits are significant. By delivering an excellent customer experience is the most effective way for both B2C and B2B organisations to differentiate yourselves from the competition. How else do you really improve the Customer Experience without first finding out what your customers are really thinking. A well implemented VoC programme contains Alerts which enable you to re-engage with unhappy customers, resolve any outstanding issues and retain customers for longer. You also drive positive word of mouth and referrals as previously dissatisfied customers become your advocates. It’s not difficult, however it does take discipline to take on-board what your customers are saying and to take action accordingly – with immediate effect.
Contact the Vigil team at www.vigilcem.com or call 0800 164470 and ask for Richard