“Only 8% of customers describe their experience with companies or their products as “excellent,” but 80% of companies believe they are doing something excellent for their customers.” Bain & Company
Every day, companies announce new products or services with the intention of breaking into different markets or gaining market share in the current one.
If companies design, develop and produce a eritrea email address product or service that does not meet customer expectations, large amounts of resources could be wasted.
The question arises: how do successful organizations know what the customer wants and how to act to provide it?
They research and determine what the customer wants, needs and expects from the product or service by using the Voice of the Customer .
In this post we explain what the voice of the customer is and how to improve customer service techniques to listen to the customer.
What is Voice of the Customer?
Voice of the Customer (VOC) is one of the fundamental principles of the Six Sigma methodology that companies use to investigate expectations and understand user needs regarding products and services.
This process encompasses everything users say and write about the business and helps bridge the gap between expectations and actual experience with the company.
“If I ask people what they want, they say, ‘A faster horse.’” Henry Ford
Listening to customers and taking action to resolve their issues is the first step to customer success.
That is why Voice of the Customer is a key component that drives the company to provide value to customers and achieve their satisfaction.
Not sure how to do it? Understand what customer value is and how to create it.
Look at the following example:
Users encounter your product every day and it is important for them to make this process convenient. They can talk and write about some problems and desires anywhere: on the website, on social networks, in reviews, in offline outlets.
In fact, you can collect specific feedback, gain customer insights, closed-loop customer feedback, determine the priority for product improvement, and then work to make them satisfied.
Gartner research found that collecting customer feedback can increase cross-selling and upselling success rates by 15% to 20% .
This method is effective in identifying more quickly the barriers that prevent customers from using your product or service. And most importantly, it answers the question: Why?
Why listen to the customer?
Why does your company need to know exactly what current and potential customers think about your product or service? What are the benefits of having relevant, up-to-date data on your customers' wants, needs and expectations?
For a moment, put yourself in the customer's shoes:
He is looking for a supplier for a purchased component. Company A has something that will work, but it doesn't meet all of his needs or requirements. Company B has exactly the part he needs and not only meets his needs, but exceeds his requirements at a reasonable cost.
Which supplier do you think will award the business to?
“If you have the magic, you can find out what customers are looking for, and if you also know how to create the products they expect at a low price, you will definitely succeed. The voice of the customer is shining gold, which is priceless.”
