Users encounter your product every day and it is important for them to make this process convenient. They can talk and write about some problems and desires anywhere: on the website, on social networks, in reviews, in offline outlets.
What can they say?
“Terrible sales service at the call center, they were rude”;
“The messenger did not warn that he would not come”;
“The menu does not work on the mobile version”;
“SMS with a password did not arrive”
All of these comments are part of Voice of the Customer
In fact, you can collect specific feedback, gain customer insights, closed-loop customer feedback, determine the priority for product improvement, and then work to make them satisfied.
Gartner research found that collecting customer feedback can increase cross-selling and upselling success rates by 15% to 20% .
This method is effective in phone number database identifying more quickly the barriers that prevent customers from using your product or service. And most importantly, it answers the question: Why?
Why listen to the customer?
Why does your company need to know exactly what current and potential customers think about your product or service? What are the benefits of having relevant, up-to-date data on your customers’ wants, needs and expectations?
For a moment, put yourself in the customer’s shoes:
He is looking for a supplier for a purchased component. Company A has something that will work, but it doesn’t meet all of his needs or requirements. Company B has exactly the part he needs and not only meets his needs, but exceeds his requirements at a reasonable cost.
Which supplier do you think gaming for sporting events will award the business to?
“If you have the magic, you can find out what customers are looking for, and if you also know how to create the products they expect at a low price, you will definitely succeed. The voice of the customer is shining gold, which is priceless.”
Kai Yang, Voice of the phone number germany Customer: Capture and Analysis
By implementing a solid and effective voice of customer process you will achieve: