PeopleMetrics Voice of the Customer (VoC) program is the heart of any effort to transform the customer experience. We combine intelligence from the customer experience strategy and employee alignment work with proprietary, cloud-based software that is easy to setup and to use.
Use Daily Feedback to Daily Improve Your Customer Experience
Our Voice of the Customer (VoC) program will help your company transform the customer experience. Here‘s how:
|Only Ask Questions That Matter
||In the customer experience strategy and employee alignment work we map out the key questions for each touchpoint in a customers’ journey. Based on this we develop brief, relevant post-transaction surveys that only take a couple of minutes to complete. We capture the overall customer experience, any problems that may have occurred (and why), and any employee who went out of their way to deliver a great customer experience (and why).
||Individual customer responses trigger alerts that are sent immediately, via e-mail, to designated people within your organization. With five types of Action Alerts, our clients are able to recover potentially lost customers, recognize outstanding employees, identify improvement opportunities, capture new business leads, and organize testimonials from their best customers.
|Action Alert Case Management
||When an Action Alert is sent, our cloud-based Voice of the Customer software automatically creates a case and assigns it to the appropriate person within your organization to take action and document its resolution (if appropriate). This process “closes the loop” on customer feedback, and lets customers know their input is valued. Successful actions are recorded, tracked and then shared with your entire organization.
||What we measure we manage. Our dashboards summarize the most important information so your managers can easily understand how well they are contributing to customer experience goals. Managers can drill down to see the feedback for which they are responsible (e.g., regions), helping them focus on improving the experience for their customers.
||Taking customer experience data offline, analyzing the data, and sharing our findings with our clients on a periodic basis is an essential part of the value we deliver. PeopleMetrics strategic reports are a big favorite for all of our clients and we are often asked to present our findings several times to various key stakeholders within the organization.
||To help you leverage your organization’s existing investment, we can easily integrate individual customer feedback into popular CRM packages. As a result, we keep the learning curve short and ensure smooth and easy user adoption throughout your organization.
PeopleMetrics Voice of the Customer Software