Asking customers for their feedback is free. Your customers will gladly tell you what they really think of your products, services, recent interactions and experiences with you. Good or bad, your customers are talking about you and are telling others about their experiences, so why not utilise this customer feedback in a constructive way to improve your overall customer experience.
Resonation will help you to do this, by designing and implementing a voice of the customer programme into your organisation. Whether you are a B2B or B2C company, a voice of the customer programme is a strategic customer-focused programme that captures, analyses and reports on all customer feedback.
A voice of the customer programme uses a mix of quantitative and qualitative research and three of the most popular customer experience metrics in use in business today, customer satisfaction ratings, customer effort score and net promoter score.