VOICE OF CUSTOMER Flashcards
It is a term that describes your customer’s feedback about their experiences with and expectations for your products or services
VOICE OF CUSTOMER
VoC focuses on (4)
customer needs, expectations, understandings, and product improvement
A __ gives insight into customer ___(3)
-Voice of the Customer program
-preferences, problems, and complaints
4S’S OF CUSTOMER FEEDBACK LOOP
Solicit
Structure
Share
Speak
__feedback from customers about your products and services.
Solicit
Structure customer feedback into ___ to __ and ___
-distinct buckets
-prioritize insights
-identify trends
Incorporate ____feedback too
unsolicited
SHARE feedback with ___ who can make ___ and ___
-internal teams
-changes
-solve customer pain points
SPEAK to customers who have feedback and ___
inform of actions taken because of their input
ACTIONABLE IDEAS FOR USING CUSTOMER INSIGHTS (4)
-Establish Clear Goals
-Use Advanced Analytical Tools
-Segment Your Customers
-Regularly Update your Customer Persona
These will guide the type of data you collect and how you analyze it.
Establish Clear Goals
___can provide deeper insights into customer behavior, preferences, and patterns, enabling you to make data-driven decisions.
-AI-powered analytics platforms
Not all customers are the same. Therefore, it is essential to segment them based on various criteria like __(3)
demographics, purchasing behavior, or customer journey stages
Customer preferences change over time. Therefore, continuously update your ___ to reflect these changes.
customer personas
Use the latest research to keep your personas __ and __.
relevant and targeted
Advanced Analytical Tools
Surveys
Customer Engagement Tools
Visual Feedback Tools
User Experience Tools
Product Management Tools
Product Feedback Boards
Online Customer Reviews
COMMON MISTAKES IN COLLECTING VOICE OF THE CUSTOMER (VoC) FEEDBACK (7)
- Not Asking the Right Questions
- Ignoring Negative Feedback
3.Failing to Act on Feedback - Over-Surveying Customers
- Relying Solely on Quantitative Data
- Not Integrating VoC with Other Data
- Not Training Staff in VoC Importance and Use
_____
The quality of the feedback you receive largely depends on your questions.
It’s crucial to ask __,__, and__ questions that will provide actionable insights.
Not Asking the Right Questions
-straightforward, concise, and relevant
_____
Negative feedback can be challenging to hear but is often the ___.
Take all feedback into account, not just the positive.
-Ignoring Negative Feedback
-most valuable
____
Collecting feedback is only the first step.
The real value comes from ____ to improve the customer experience.
Failing to do so can lead to___
-Failing to Act on Feedback
-acting on that feedback
- customer dissatisfaction
____
Sending too many surveys can lead to ___, resulting in___and ___.
-Over-Surveying Customers
-survey fatigue
- lower response rates
-less reliable data
___
___like ___ can provide valuable insights, but it’s also important to collect ___ to ____.
-Relying Solely on Quantitative Data
-Quantitative data
-ratings and scores
-qualitative feedback
-understand the reasons behind these numbers
____
VoC data can be much more powerful when combined with other data like ___(3).
Failing to integrate these data sources can lead to a less complete understanding of the customer experience.
-Not Integrating VoC with Other Data
-purchase history, usage data, and demographic data
____
All staff, not just customer-facing roles, should understand the importance of VoC and how to use feedback in their roles.
Failing to do so can lead to ____
Not Training Staff in VoC Importance and Use
-missed opportunities for improvement.
