TURN WORDS INTO ACTION, VOICE OF THE CUSTOMER BEST PRACTICES YOU SHOULD IMPLEMENT

1. TURN WORDS INTO ACTION, VOICE OF THE CUSTOMER BEST PRACTICES YOU SHOULD IMPLEMENT

2. The feedback you generate from your VoC efforts is a unique perspective of your customers. The actions you take based on that feedback add value to the customer’s experience. • To make the most of your Voice of Customer (VoC) data you need to know when to request, share, and use feedback in your daily workflows to impress and serve customers.

3. In simple terms, VoC is about collecting, listening, learning, and acting. Customer attitudes and overall customer experience are displayed in a range of behaviors and direct communications. • Your Voice of Customer strategyneeds to reflect these broad sources and endeavor to turn them into actionable, goal-based engagements.

4. A VoC program (also known as a Customer Experience Management program) helps businesses listen to, interpret, and act on customer feedback. When brands understand and engage with their customers, they can build better relationships, customer loyalty, and consumer trust.

5. We’ll discuss voice of customer best practices, to help you get the most value from your VoC program and accelerate as an industry leader in customer experience. • Capture feedback often • Collect insights from every customer touchpoint • Listen and measure using multiple measurement channels • Analyze and understand the feedback • Share information across the organization

6. 1. Capture Feedback Often • There are many possible ways your customer speak to you every day! Every action a customer takes within your product reflects their experience of value. By collecting customer feedback on a frequent, routine basis your teams will be able to respond to feedback and resolve any complaints faster, making it more likely that a customer will buy from and recommend your business. • You should also value information from different types of customers. End users and frontline workers can provide valuable detail on their daily workflow, while management-level contacts can better describe the overall effectiveness of your service.

7. 2. Collect Insights From Every Customer Touchpoint • To gain a 360° view of your customer experience, you must collect insights and feedback about every customer touchpoint across your organization. This will help you identify where you are thriving and where you need to drive improvements.

8. 3. Listen and Measure Using Multiple Measurement Channels • One of the most important components needed for an effective VoC program is using different measurement channels to gauge customer experience. Collecting insights through multiple channels allows you to figure out two key drivers of your customer experience: whether your current standards are being met and whether or not those standards are aligned with customer expectations. • Tatvam provides third-party, unbiased feedback about how your teams are meeting the standards you currently have in place while customer surveys tell you where brand loyalty is gained or lost and how that relates to your standards.

9. 4. Analyze and Understand The Feedback • To become a customer-centric organization, you need to analyze and understand the customer feedback you are collecting. This means understanding what customers are telling your brand, where the feedback is coming from, and what the key drivers of satisfaction or dissatisfaction are. • Truly understanding customer data, and finding meaningful insights using spreadsheets is time-consuming, challenging, and can lead to key information being missed or misinterpreted.

10. 5. Share Information Across The Organization • At a customer-centric organization, everyone is responsible for doing their part to increase customer engagement and loyalty; however, when customer feedback and data is siloed, brands are unable to effectively use these insights to drive customer experience and business improvements. • For your VoC program to be effective, the feedback and insights you collect must be easily shared across the organization. understand the importance of engaged, happy customers, and how each of them plays a key role in customer satisfaction. location managers will be able to use customer feedback to elevate the customer experience.

11. 6. Act On The Voice Of The Customer Feedback • Today, listening to customer feedback is no longer sufficient. To become a leader in customer experience, brands must have the processes and teams in place to respond to feedback and take real action that closes the loop on issues that are identified through listening to the voice of the customer. • Effective VoC programs incorporate the tools and process your employees need to quickly respond to customers using standardized action plans for specific problems. The faster you can resolve problems and respond to customer feedback, the more likely you are to have engaged, happy customers and drive long-term revenue growth through customer loyalty.

12. Businesses who listen to and understand the voice of the customer, and incorporate customer expectations and needs into their products, services, and overall customer experience will thrive as leaders in their industry. • Focus on customer experience has become so prominent, it’s crucial that brands implement the effective voice of the customer programs in order to innovate and stand out against their competitors.

13. If you are implementing a VoC program, use this six-voice of the customer best practices to help your business get the most value from your program, and drive customer loyalty: • Capture feedback often • Collect insights from every customer touchpoint • Listen and measure using multiple measurement channels • Analyze and understand the feedback • Share information across the organization • Act on the voice of the customer feedback

14. With Tatvam you can manage and analyze customer feedback comments from social media, online reviews, surveys, support emails, and more in one solution. • Tatvam helps s you listen to your customers better. By consolidating feedback and commentary from across your survey efforts, social media, review sites, and support channels into a single environment you can spend less time trying to keep up with everything and more time identifying insights you can use to make your customer experience better.

15. Tatvam features cutting edge technology like Natural Language Processing, AI, Machine Learning, Sentiment Analysis, and Rich Data Visualizations, Tatvam creates an extremely simple and user-friendly way to minimize the time you spend reading comments and maximize the time you spend taking action. • With Tatvam, your staff will never miss out on responding to an important message from a customer. • Tatvam makes it easy to track your ratings across multiple channels, compare performance across time periods, benchmark against competition and share results across the company.

16. With Tatvam, Experience The Fastest Way to Analyze Your Customer Feedback • And, Uncover the truth beyond data at your organization see how with a personalized demo!