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How to Utilize the Voice of the Customer to Build a Better Business

When it comes to business, sometimes predicting what your consumer base needs and wants can feel like a guessing game. But it doesn't have to be. The professionals at CMG can help you find and utilize the voice of your customers to help you make better business decisions and cater to the needs of your market. 

How to Identify the Voice of Your Customer Service

Voice of the Customer, or VOC, describes a customer's feedback to your company regarding his or her experience with your business. Understanding Voice of the Customer, and catering your services to your customer base is one of the many necessary steps toward improving customer experience.

When you utilize the information that your consumers give you, you will be able to make better business decisions and help propel your business to further success through happy consumers. 

The first step: Transform CX from within.

Before you turn to your customers, however, focus on infusing CX with your employees. If your new strategy is to focus on activating CX from within, you will empower leaders and employees on every team to provide exceptional customer experiences. 

VOC Is a Prime Resource for Innovation

When you take an interest in feedback from your consumers, you are crafting a business that is agile, and readily responds to the needs and wants of your consumer. Adopting this mindset for your marketing needs will allow you to capture more of the market share and build a stronger consumer base of loyal, repeat customers. 

If you are like many businesses, you operate in a very competitive climate. Listening to and utilizing the information from the voice of customer, you will have the ability to set yourself apart from your competition by readily responding to your consumers' needs and adapting quickly to changing business climates. What better way to decide on change than by listening closely to what your consumers want?

CMG Will Help You Use the Voice of the Customer

At CMG, we can help you harness the power of the customer's voice resulting in quality outcomes for your company. We are pioneers in creative and agile marketing, and we interpret consumer feedback into quality, applicable action items that will draw more market share for your business. 

Our creative and pragmatic professionals will teach you all about the following methods of innovative customer engagement:

  • Product Advisory Councils
  • Crowd Sourcing
  • Key Opinion Leaders
  • Social Listening
  • Harnessing Customer Data
  • Customer Forums

With these tools in hand and our expertise, your business will be more successful than ever. In the long term, this can translate into:

  • New products or services based on consumer demand
  • Bundling and new pricing models to fit your customer's preferences
  • Increased functionality and reporting resources
  • Recurring revenue
  • and much more

Are you in? Get in touch with us today to learn how CMG can help you be a driving force in VOC services in your industry.

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Source:

MIT.edu: http://www.mit.edu/~hauser/Papers/Gaskin_Griffin_Hauser_et_al%20VOC%20Encyclopedia%202011.pdf

 

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