The role of Voice of Customer and Loyalty are unchallengeable in today’s context. Rightly so, almost all organizations, big or small have some form of capturing VOC. But unfortunately, most of the VOC mechanisms aren’t designed well or analyzed later, thus rendering them useless. Most often it only becomes ammunition for internal politics. Implementing an apt and seamless VOC process involves understanding of customer personas, customer value proposition, customer facing processes& touch points, selection of appropriate VOC method, administration, interpretation of results (statistical & contextual) and implementation of action points.
We help organizations to design, deploy and improve Voice of Customer and Loyalty Metrics.
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