Everyone is well aware of the value that customer feedback can bring to your organization. Unfortunately, many companies fall into traps that prevent them from being able to get the most value out of this feedback.
Brands often fail to realize the primary value of Voice of the Customer (VoC) data, which is that information culled via customer feedback, creates internal alignment and provides insights that allow brands to execute quicker than the competition.
Some of the reasons why companies decide to launch a VoC initiative include:
Improving conversion from their website, mobile app, or physical location
To do these things, you need to make sure you collect the right customer feedback for your needs, while also making sure that the insights from your VoC program are disseminated to the key stakeholders in your company. Otherwise, your VoC program can be doomed from the start, with key insights provided from your customers potentially falling through the cracks.
After all, if there is one common theme that appears in all the research that has been done into customer experience optimization, it’s this: Getting the right information into the right hands at the right time is key.