"Voice of The Customer (VoC) programs are a critical component to improving customer experience. But today's efforts are broken in many ways. They lack action, get caught in silos, and aren't cost or time effective. However, a number of trends are changing how organisations implement their VoC programs, including analysis of unstructured and unsolicited data, inclusion of social media and more continuous feedback." - Bruce D.Temkin - Forrester Research
Organisations have to adapt
According to Forrester Research:
"The problems with Voice of The Customer programs aren't the result of misguided decisions. Instead, these efforts represent well-intentioned approaches based on the limitations in existing technologies and known best practices. A number of trends are radically changing the approach that customer experience executives should take in their VoC programs."
Looking ahead, they expect to see more organisations:
- Tap into unstructured and unsolicited feedback
- Integrate social media monitoring
- Increase the tempo of responding
- Widen their access to insights
- Go beyond metrics and move towards diagnostics
- Implement continuous feedback mechanisms
New technology leading the way
"Customer experience professionals should push for investment in their VoC programs. Why? Because a good VoC program will find low-cost ways to improve a customer experience which, in turn, will increase customer loyalty."
- Forrester Research
Rant & Rave is an innovative customer insight solution which allows organisations to change their approach in accordance with these new trends. This has many benefits to an organisation including:
- Analysis of all unstructured and unsolicited feedback
- 24 hour access to customer insights
- Faster identification of issues and opportunities
- Real-time alerts
- Find out what customers are saying on social media sites
The image below shows how Rant & Rave, in accordance with the 6 trends, is helping reshape the way organisations listen to their customers.
Click on the image below to enlarge
For more information on how Rant & Rave could help your organisation, fill out the form below
or call Annette or Duncan on 02476 011 910
