How the VoC can Increase your Business Standing
The Voice of the costumer is a technique commonly used in business to receive and analyze customer feedback on preferences, expectations, experiences and aversions. The goal is to retain customers more consistently and obtain word of mouth marketing which is vital to a business. As well as increase the customers satisfaction when buying from or engaging with your company. This technique uses various methods that people have developed and mastered over time.
Common Practices of the VoC System
Setting of a VoC system in your business can be time and resource intensive. Knowing where to start is a leap that will end up saving you time, money and stress. Here is a quick guide of things to keep in mind when starting.
Depending on the type of business you have one of the best practices to use are surveys. They offer quick feedback and minimal interaction, keeping the feedback honest and usually blunt. Another useful method are the ethnographic techniques or culturally targeted techniques which involve researching a specific town or culture you want to market to and make changes to appeal more to that demographic. It is important to keep in mind that there will be inconsistencies in the feedback so the person in charge of the operation will need to keep an open and objective mind. One company has taken the approach of ‘wow gifts’. Zappos introduced ‘wow gifts’ which allow employees to send the clients gifts depending on the situation. In one instance they sent flowers to a woman who returned some shoes because her mother was ill. This kind of approach will exponentially increase the quality of the word of mouth marketing which is critical in the business environment since people are twice as likely to talk about negative experiences than good ones. It also increases your customer retention rate as it leaves a lasting impression. If your client feels that you listen, they will be more inclined to buy from you again, this is taking the saying of the customer is always right to the next level. You can find more information about to approach this more in-depth on sites like https://www.iperceptions.com/en/voice-of-the-customer.
Why you Should Incorporate This Strategy?
This strategy is used almost universally in enterprises all around the US, and not by coincidence. It has been proven that US enterprises lose around 83 billion dollars in total because of poor customer service and abandoned purchases. This approach has served countless companies raise their sales, keep customers longer and enable the name of the brand to market itself, effectively reducing the amount of assets used in marketing and other strategies. This will not make or break your company, but it’s one more domino added to the chain of events that end up deciding the fate of your business. Overall the success rate of this process is undeniable and its impact will continue to make strides in the development of costumer – company relationship.