As 2021 dawns, customer experience is gradually becoming a top priority for businesses. Nearly 86% of customers are willing to pay more for service backed by an exceptional customer experience. In the modern age of marketing, companies invest heavily in acquiring quantitative data – surveys and consumer polls. This information helps shape their strategies and make “data-driven” decisions. While they are invaluable for analyzing customer demographics, they shed very limited light on the “whys” behind customer behavior. The result? Many companies fall short of their goals and no longer focus on the human quotient of the customer experience. This, in turn, widens the “empathy gap” between customers and organizations.
A recent Forrester survey found that a majority of companies are struggling with an increased CX leadership gap. To counter this scenario, your business needs to be on the same page as its customers, delivering solutions in a way that resonates with their demands. This is where Voice of the Customer (Vo C) can be the perfect framework to employee data be an integral part of shaping growth strategies. What is Voice of the Customer (Vo C)?Voice of the Customer (Vo C) is a way to get deep insights and a better understanding of your customers' expectations and demands.
This process will leverage your organization to acquire your customers' thoughts, the emotions they feel, and the sticking points they encounter. By using Vo C, your employees will be in a better position to create powerful marketing messages that will appeal to your customers. As a result, your organization will be well equipped to develop compelling products and services that will help customers overcome their most pressing issues. Methods of capturing the voice of the customer These days, there are an abundance of tools and techniques for collecting customer feedback.