A positive customer experience can improve customer retention, attract new customers, increase revenues, and improve employee engagement.
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To enjoy such benefits, however, your company’s customer experience initiatives must be organized and supported by a well-planned Voice of the Customer (VoC) program. The Voice of the Customer is extremely important to the modern business. Not only does it represent the most valuable arbiter of future financial performance for an organization, but if nurtured appropriately, it can also provide an unrivalled source of innovative ideas that will help you deliver the outstanding experiences that customers demand. With that in mind, we’ve put together 16 expert VoC tips that will help drive your company’s VoC program toward success in the year ahead because VoC matters to your revenue. Here are some interesting insights:
- 89% of companies expect to compete mostly on the basis of customer experience.
- 74% of consumers have spent more due to good customer service.
- U.S. brands lose approximately $41 billion each year due to poor customer service.
By implementing these 16 tips you will be able to build a powerful Voice of the Customer program that delivers tangible return on investment (ROI) for years to come.