If you know why your users are having problems, what they expect to see, and how you can help them, you’ll soon be shaping solutions.
According to Oracle , 63% of CX professionals use customer feedback to prioritize investment in better products, services and customer experiences.
In general, there are three key areas where you can use VOC well: product development, marketing repurposing, and customer experience.
By asking the right questions during your voice of the customer data collection process and analyzing the results, you will uncover a wide range of opportunities, such as increasing product usability or identifying the features that distinguish your product from the competition.
If you don’t listen to your customers
Suggestions about products or services, you will miss a golden opportunity to improve your product line or introduce complementary products, which can make your business more profitable.
2. Marketing repurposing
Voice of the customer data can help you discover phrases and terms that customers use to describe the products you sell .
When analyzing your voice dataset of the customer data , try to find phrases your customers use to describe the reasons they use your product, the benefits, and the value they get from it.
If you take the time to do this, you can use this information to create a user-experience-focused website that can help you:
Tell what makes your brand unique;
Clearly explain who your product is and what it does;
Promote product sales;
Convert more browser visitors into buyers.
3. Customer experience
The more customers you have a optimization (cro): how to increase positive brand experience, the faster you will grow. However, if you fail to provide a good customer experience, consumers will share their negative opinions about phone number germany your company and products online.
The Internet gives customers a channel to vent their frustrations, which means they may be sharing that you’ve provided them with poor customer service.