Don’t know what this concept is about? Don’t worry! You’ll get all the information you need here!
In the following lines we will explain what it consists of, why it is so important and how to apply it.
Stay until the end!
What is Voice of the Customer (VOC)?
This term refers to the needs, expectations and opinions expressed by a customer or user in relation to their interaction with a brand or company , especially with its business processes and products or services.
All of these elements together allow organizations to employ what is known as Six Sigma, a data-driven methodology to improve defects and perfect the delivery of products to the customer, i.e., the business experience .
The concept of Voice of Customer (VOC) revolves around multiple points and key questions, such as:
- What does the customer want?
- What does the client need?
- What does the client demand?
- What stimulates the customer?
- What does the customer expect?
Answering these and other questions allows thailand phone number data you to identify critical variables for user satisfaction and then do everything necessary to meet them.
What are the benefits of taking this element into account?
Investing intellectual, financial, operational and time resources in listening to the Voice of the Customer translates into multiple benefits for your company, such as:
Customer retention
When a customer is listened to and adjustments and improvements are made based on their feedback, a customer is much more likely to become a satisfied customer.
In turn, meeting and even exceeding a user’s expectations how marketing automation is changing the way brands interact with consumers while preserving data privacy eliminating inconveniences and friction points, is essential to retaining customers and prolonging their life cycle , a key aspect for the profitability of any business.
Promoting customer engagement
In addition to having customers, listening to their voices and optimizing the experience allows you to increase their level of commitment , building loyalty and motivating them to make new purchases.
One of the great advantages of this customer orientation in marketing and interaction flows is that it increases the LifeTime Value (LTV) , that is, the value of the profits that each user generates for the company during their relationship with it.
Taking advantage of the fact that we mentioned this metric, we now share with you the interactive calculator that we made so that you can discover how effective your company has been in increasing the life cycle of each client:
In addition to acquiring new products or services, a loyal customer is usually willing to participate in loyalty programs and different company initiatives, becoming a captive audience of the company and even an ambassador , who recommends the company to acquaintances and the market in general.
Optimizing corporate identity
Corporate identity is expressed through much more than visual aspects such as the logo and the business name. It is about the general perception of the market and, mainly, customers about the company and their interaction with it.
When users are taken into account and their opinion is analyzed to promote improvements, this identity is positively impacted, which is why companies enjoy a better image in their market segment .
Understanding trends and changes in consumption patterns
Taking into account the concept of the Voice of the Customer means that you will begin to obtain, in a massive and effective way, qualitative and interesting information about users and clients .
This will allow you to understand in time how markets and consumption patterns change , in order to adapt your product and service catalogue to trends.
Early identification of potential brand and image crises
Just as you can identify trends and consumption patterns, listening to the Voice of the Customer will help you detect in time annoyances, frictions and negative aspects that can lead to a brand and image crisis.
This way you can take the necessary actions to improv dvleads interactions and relationships, avoiding substantial damage to the business and its perception in the market.
Obtaining data that allows innovation and reinvention
By learning about trends and new consumer preferences, you will also have the opportunity to design coherent innovation and modernization projects that will be highly receptive.
Personalization of products, services and interactions
Listening to the Voice of the Customer and, thus, knowing them better will allow you to improve the consumer experience , since you will personalize the services to their tastes and needs.
This way, you will strengthen your relationship with your customers and humanize your brand through friendlier and more personal communications and interactions.