Voice of the Customer

Benefits

Voice of the Customer programs have a direct impact on your bottom line, through a number of ways:

Identify at-risk customers so you can:

Prevent them churning
Minimize negative word of mouth
Decrease cost to serve

Amplify the voice of your loyal customers

Encourage positive word of mouth
Increase share of wallet
Identify opportunities for references / positive reviews for marketing purposes

Ensure your products and services stay ahead of the curve

Transform complaints you receive into sources of focused improvements
Encourage your key customers to participate in co-creation opportunities
Bring in the Voice of the Customer to fuel innovation throughout the organization

Increase Revenue

Customer Insights Build Sales

Use insights from customers to reduce churn, improve cross-sell opportunities, and attract new customers.

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Reduce Costs

Are You Compliant & Consistent?

Capture data that helps you to improve business processes, ensuring compliance and creating greater consistency.

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Promote Culture Change

Enable Employees To Focus on Your Customers

Share the customer insights across your business to drive customer-centricity and cross-functional change.

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*All trademarks are the property of their respective owners. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix, Inc., Bain & Company, Inc., and Fred Reichheld.

2018 Confirmit ACE Awards Winners

The case studies featured in our 2018 ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

You’ll also find dozens of top tips from the Customer Experience practitioners who run these award-winning programs.

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NPS and other VoC Metrics

Fact Sheet

Choosing the right metrics for your program can be a big challenge. Many questions arise and some people get stuck trying to define details like: Should I use the Net Promoter Score, CSAT or Overall Customer Satisfaction? Should the metric question be at the beginning or should it be the last of the survey questions? Just remember that a successful Customer Experience Management program is all about taking action on feedback from your customers. Metrics are simply a line in the sand against which you can measure your improvements. When it comes to choosing the right ones, think about those that will provide the right information for your unique business needs, and become part of your management scorecards. The most successful programs often implement a combination of metrics based on departmental needs, company KPIs, feedback channels, and/or brand standards

White Paper

Creating a positive and consistent customer experience across multiple channels is one of the biggest challenges facing businesses today, and a solid program is core to meeting this challenge. Building such a program, however, is far from simple and failure to do it well will result in “just another customer survey”. Implement it effectively and you’ll drive business change, deliver ROI and create competitive advantage.

In this white paper we uncover the secrets that will unlock your program’s potential to drive customer satisfaction.

Infographic

How do you define a successful program? The answer is three little words – return on investment.

So, how do you get a return on investment from your program? To get the most out of your program, you need to design a program that defines goals and success criteria early based on your corporate goals. Sounds complex, huh? It isn’t really – if you know how.

Use our at-a-glance infographic to understand how each stage of Confirmit Voices helps you deliver ROI.

How Do I Get Started?

Ready to find out more about how Confirmit can help drive your business forward? We’re incredibly proud of our software solutions and we’d love to show you more. Tell us a bit about your company and we’ll show you how we can help you meet your business objectives today – and in the future.

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Benefits