Responding To Customer Feedback

Question 1

Explain what Voice of the Customer strategy means

Answer 1

A Voice of the Customer strategy involves collecting feedback directly from customers about your product or service. And doing something with the information.

It helps you gain a better understanding of the customer, reducing risk, and identifying issues with the product/service. It uses both quantitative and qualitative data.

Question 2

Explain what so-called Moments of Truth are

Answer 2

Moments of Truth are points of contact that holds the greatest potential to either delight or disappoint your customers. Examples include Sales Process, Handoff from Sales, onboarding or support in challenging times (during bugs etc.)

Question 3

What are the components of a Voice of the Customer framework?

Answer 3

1) Capture (feedback through NPS, CSAT or interviews, survey comments)
2) Analyse (real-time and prompt analysis is key)
3) Sharing (distill many voices into a single voice, share learnings int./ext.)
4) Action (don’t be passive, act and transform the company)