listening to the voice of the customer
TRANSCRIPT
Facing the Challenge:
Research tells us that less than 1/3 of companies 'LISTEN' to their customers
Most claim to be aware of 'shouts' or 'pokes' from customers on social media
Many however appear to be deaf to what they are being told, with at-best onlya few showing anything other than 'selective hearing'
Yesterday's methods of 'listening to customer' are too slow, outdated, all fartoo infrequent and often don't go nearly deep enough to really keep up withchanging customer wants and needs
Today's approach is about utilising a number of disperate insights from groupsof customers, only some of whom you can be confident understand the issuesyou need to talk to them about
So for success with your customers tomorrow it's all about bringing all the datainto one place, where a company can look at and understand everything thecustomer is saying about the company, its products, and customer experiences
Listening to the voice of the customer shouldbe a channel-agnostic approach to betterdelivering both business & customer goals
Customer loyaltybegins when you start
listening to & understandingthe needs of the customer
Becoming Customer-Centricmeans the customer is &remains 'front & centre' at alltimes & listening to them is key
Step 1: "Involve your customer"
Step 2: "Break down organisational & data silos"
Step 3: "Learn to listen & check understanding"
Step 4: "Act" and R E P E A T...
If you would like to discuss any aspect of this'thought piece' or you would like to explore
how my experience may be of interest to youor your organisation please contact me
T: +44 7782 324500
LinkedIn: www.linkedin.com/in/simonrodaway