What does VOC mean to you?
Some companies see Voice of the Customer (VOC) as data. Some companies consider VOC a process. Some think of VOC as a measurement that is part of a much bigger Customer Experience (CX) program. A classic definition of Voice of the Customer is the process by which you collect, analyze, and understand customer data. The dictionary definition of VOC is the in-depth process of capturing a customer’s expectations, preferences, and aversions.
Data, process, measurement, collection — yes, VOC is all of these things. But wait. What about action?! One of mantras at Clicktools is to “collect, centralize, and act on customer feedback.” All three elements are critical to a successful VOC program. The issue is that far too many companies are only good at capturing voice of the customer data, but they struggle to turn those insights into action. Today’s customers demand their voices not only be heard but responded to, in order to improve their individual experiences. If their feedback appears to fall on deaf ears, there’s surely a competitor waiting just around the corner to make them feel valued.
Don’t let it come to that!
A key to becoming a customer-centric business is the ability turn voice of the customer data into action by leveraging the power of CRM. We suggest using a solution like SURVE to automatically integrate VOC data into CRM where it’s visible and actionable across the organization. If you do this, you’ll make the most of customer feedback by responding quickly and appropriately to keep customers engaged and thereby gaining a clear competitive advantage.
Automate the flow of VOC data into CRM
If you are ready to turn your voice of customer data into action, please talk to us or take a look at SURVE to collect customer feedback, automatically centralize the data in CRM, and act on the insights to improve customer experience.
Among other benefits, you’ll empower your customer-facing teams to:
- Respond more quickly to feedback (both good and bad)
- Share insights across departments
- Show customers they are heard and appreciated
- Increase CSAT scores
- Raise retention rates
- Increase customer lifetime value
- Remove manual processes that delay responsiveness
- Improve customer data quality
- Expand CRM usage