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Voice of Customer

Voice of Customer

 Amplify the voice of your customer

 

Listen. Learn. Act.

Practically every company asks for and collects customer feedback.

Yet, many customer feedback programs don’t fully exploit the full value of the customer journey to gain real insight because they either have an obsessive focus on a single metric, only focus on a specific interaction, or don’t effectively harness the power of unstructured data.

From our experience, successful voice of the customer programs:

  • Align to strategic business priorities

  • Seek to measure performance against several loyalty metrics — often tied to leading operational metrics

  • Integrate all listening and feedback posts for common themes

  • Set priorities by focusing on the “tall bars”

  • Effectively utilize verbatim analysis to effectively diagnose and allocate resources

  • Ensures that feedback is swiftly turned into action

  • Promotes employee accountability and empowerment

Our Services

Ensuring customer feedback drives impactful change.

Being an industry leader requires that you ask, listen, and learn from your customers about their experiences with and expectations for your products or services.  This feedback can come from many listening posts  — such as surveys, social media, unsolicited feedback, questions, complaints, front line agent calls, employee feedback.  What’s critical is being able to integrate this feedback, distill key insights, and turn it into action.

We have learned that effective Voice of Customer programs:

  • Allow you to connect and engage with customers at key points in the customer journey
  • Enable multi-channel feedback loops to compare across all customer touchpoints;
  • Ensure that feedback and action is swift
  • Drive quality programs using six-sigma techniques
  • Incorporate feedback into product design and innovation
  • Incorporate Voice of Employee feedback
  • Enable a two-way dialogue with your customers
  • Sets organizational change agendas and investment priorities

Kinship Consulting builds both robust and cost-effective VOC programs. We counsel our clients on the selection of the right VOC platform partners for overall program execution.

  1. Capture:   Feedback will come from various sources.  Generally surveys are the easiest and most common form of customer feedback.  Kinship will set the right feedback capture strategy including survey design and methodology, programming, and execution.
  2. Analyze:  We work to deliver both the “what” and “why” to better determine best change program.  During this phase, it’s important understand not only those that had a negative experience, but to understand why someone had a wonderful experience.
  3. Act: Putting insight into action.  We lead the efforts on improvement options, evaluation, and priority setting.
  4. Monitor: Continuously to monitor to gauge improvement effectiveness, and to monitor for other emerging customer issues or needs.

 Project Experience and Case Studies