Voice of the Customer (VOC) is a method of research companies employ to understand their customers betterIt can help you be aware of your customers’ behaviours and their preferences, struggles, and wants on a deeper level, which allows them to be more responsive to them and connect with customers.
Through a variety of techniques, to gain the data of VOC easily in these days:
- Support teams use VoC to anticipate and help customers solve their problems.
- Sales teams are taught how to effectively address customer issues and concerns by using VoC.
The increasing focus on Voice of the Customer research coincides with the move toward Customer-centric businessesIt is crucial to assist companies in boosting their revenues, retaining more customers, and cutting expenses for support operations.
6 Techniques to Improve VOC Effectively
There are many ways that companies can achieve Voice of the Customer researchWe’ll explain various techniques in the next sectionYou can frequently employ different research methods to create an accurate view of your clients.
1Interviews Are Going to Arrange for Customers.
Customer Interviews are a technique that you can employ to collect VoC-related dataWhile they are time-intensive, they are often the source of certain types of important feedback.
If you go directly to your customer experience and then conduct a thorough interview, you open the possibility of truly personal deep researchYou may conduct ad-hoc customer interviews, survey an appropriate sample of customers or narrow down specific segments of customers to conduct an interview.
Suppose it’s in person, on the phone, or via videoIn that case, interviews are given a chance to examine the customers’ responses and find out any additional information that other VoC methods of research might miss.
For instance, if customers say they have trouble with a particular feature that you offer, your interviewer will be able to dig deeper and get more specific information regarding the issue and why it occurred and how your business can address the issue.
In addition, customers tend to perceive this kind of engagement as the most personal and therefore, it’s the perfect opportunity to build personal relationships with customers.
2Need to Understand the Importance of Customer Surveys
Customer Surveys are among the most flexible methods of collecting Voice of the Customer data:
- Surveys may include three questions that are asked immediately following registration.
- They could be detailed questionnaires & sent to your most loyal clients via emails to get the customer voice.
Surveys are also a highly versatile choice to use for VoC researchAfter you’ve created the questionnaire, you can poll as many clients as you’re able to complete it.
In this way, they can be an excellent filter to identify those customers you’d like to learn more about and get feedback from through an additional, more thorough VoC method.
Surveys are also among the most effective methods to collect qualitative and quantitative feedbackYou can easily incorporate quantitative ratings in addition to open-ended questions about qualitative.
3Continuously Active On Social Media
To communicate with clients and customers, using social media could be a great asset to your VoC processConnecting via social media typically allows for more casual conversation, two-way, and real-time discussions versus phone or email calls.
Social media also provides the possibility of social listeningAlthough customers are likely to interact with your company on platforms like Facebook and Twitter, these interactions can be a valuable source of VoC informationHowever, the most powerful source is from listening to social media.
If you can track how people discuss your brand or product without communicating directly with the company, you’ll gain a more authentic, open and honest view of their commentsSimilar to surveys, Social listening will help you determine which of those you would like to conduct deeper VoC research.
4Start Listening the Phone Calls of the Customers
If they’re sales calls, demonstrations, customer service calls or something else altogether, all phone calls you make with customers can be an excellent source of Voice of the Customer dataWhen customers trust your brand by calling you, they’re likely to provide valuable feedback.
Customers who are in touch with you usually fall into one of three situations:
- If the customer is fascinated with your product.
- If the customer is pleased with your product or services, and
- If they are happy with your offerings of product or price you mention
You’re seeing (usually) individual, detailed conversations with enthusiastic, committed customers in all three instances.
In addition, since you’re likely to capture customer calls in the first place, You can also conduct VoC research using data that you already have.
5Keep Your Eyes On the Customers’ Reviews
Monitoring your brand’s image online is essential in attracting new customers, and it’s an ideal option for conducting Voice of the Customer research.
Reviews are among the most efficient ways to access both negative and positive feedbackFurthermore, reviews on third-party sites are the best method of obtaining unofficial opinions of customersThis means you will be able to find out what customers speak about your brand in the open.
6Focus On Your Target Group
Focus groups, which are similar to interviews with customers, are typically conducted in the presence of a personThe major distinction is that focus groups are born with a limited number of people instead of being accomplished one-on-one.
Furthermore, exchanging information between customers may help find consensus and details other research techniques might overlook.
Focus groups are also beneficial when the feedback is more specific, such as observing what customers think of a new product as an example of measuring customer engagement to a new brand or advertising.
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