Today, customers are in control. The power is increasingly shifting from the brand to the digital customer, which has completely overturned the traditional understanding of the customer journey. This means that digital-empowered consumers often know more about products, services, pricing and reputation than the brands themselves.
As a result, marketers are now required to anticipate their customers’ needs, wants, perceptions, preferences and expectations in order to be competitive. To accomplish this, brands need to better understand their customers.
This is where digital Voice of the Customer (VoC) comes into play.
Digital VoC is a marketing research technique that allows you to learn more about your customers by obtaining their feedback on your digital platforms, from your website to your mobile app. Running a digital VoC is not a ‘nice to have’, but a critical ingredient to better understand the digital customer lifecycle and create meaningful experiences for newly-empowered customers.
However, choosing the right digital VoC solution isn’t easy. There are many different solutions with different capabilities, but not all of them may meet your specific business needs.
That’s why we have put together the Ultimate Digital Voice of the Customer Buyer’s Kit. This buyer’s kit will provide you will with everything you need to make the right choice and to make sure that your digital VoC investment delivers a return.
Included in the kit is:
- 30+ page eBook that walks you through the A to Z of what you need to know to make the right decision when choosing a VoC solution
- RFP template in Excel format
- A list of questions to ask during a demo with a VoC vendor
- A list of questions to ask during a reference call