Letting the voice of the customer transform the brand experience

Letting the voice of the customer transform the brand experience

Faith Ocampo Published on June 30, 2016

mouth-whispering-into-a-person's-ear

Your business is nothing without your customers, so why don’t you give them a chance to speak up?

We can all agree that the way forward is clear: brands have to build a conversation-driven platform to boost customer engagement.

This path is being paved by technology and the many conversation channels it has been giving birth to. The voice of the customer, amplified by social media and online consumer communities, has started to influence business and marketing strategies. Even more importantly, people’s insights are starting to shape the customer experience.

businessman cup ears to listen

But in their desire to take full control over the organization, plenty of managers fail to create an environment conducive for brand-customer interactions. As a result, the gap between the two widens and prevents a company from being customer-centric.

This is one of the most counterproductive practices many entrepreneurs still espouse. Admittedly, it’s not easy to let go of brand ownership, but it’s probably the best decision managers can make. In today’s market, brands’ ability to empower customers—which means letting them have a say on the services they want from brands—is a prerequisite to success.

From a management perspective, this is a great way to give people exactly what they need. From the customers’ viewpoint, however, this level of involvement makes them feel excited and valued. Customer retention, therefore, also increases as brands think of ways to start conversations with their consumers.

Here are some tips that would help you generate feedback to enhance your business strategy, boost engagement, and transform the customer experience.

1. Create online customer forums.

word balloons on blue keyboard keys

If used the right way, online customer forums can assist brands in establishing a connection with their target market.

Brands can maximize the use of forums by:
•     improving customer communication;
•     sharing best practices related to product use;
•     consulting customers about their experiences; and
•     gathering feedback from users.

However, you must have a team that moderates the forum’s posts to ensure adherence to policies. Keeping the online space healthy and safe encourages customers to share their ideas and experiences relating to the brand.

2. Invite them to company events.

office-party-even-guests-with-wine

If done right, events are a great way for managers and employees to mingle with their customers personally. Adding a unique touch to your events can generate new interest and boost customer engagement. Aside from that, they present lots of opportunities for gathering data from attendees in a face-to-face setting. This way, you can better communicate with customers because your interactions aren’t limited by mobile or desktop screens.

3. Solicit ideas and suggestions.

businessman talking to young customers

If your marketing strategies aren’t working, perhaps your customers’ ideas will. You need to really listen to the voice of the customer to identify what people expect from you and brainstorm ways to satisfy those expectations.

As you talk to customers, your goal must be to get to know them and assess how your brand fits in their daily lives. You may ask them specific questions, but the more important objective is to understand how they truly feel about your company, products, and services. This understanding should form the foundation for your customer retention tactics.

4. Value feedback.

smiling excited office employee holding document folders

Your efforts to gather customer insights are pointless if you won’t integrate them into your operations. All your departments, plus your call center, must be able to view and retrieve this information so they can enhance the way they deliver the customer experience. Enabling universal access to these data will allow you to build a business strategy that encapsulates the preferences of your target sector.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.

0 responses to “Letting the voice of the customer transform the brand experience”

  1. Alice Dylan says:

    Great tips shared in the article. Voice of the Customer is definitely a great way to stand up to customers expectations and give them exactly what they need. Also as mentioned in the article, it has been observed that listening to the voice of the customer tremendously boosts customer retention as customers feel attached with the company. For companies that are looking forward to implementing a VoC programme, it is important to invest in a platform that gathers all customer data in one centralized repository for easy access of sales, marketing and support agents.
    CRM software solutions like Zoho, ConvergeHub and Insightly do a great job of streamlining customer data, analyzing which companies get a clear view into hidden customers’ preferences and wants. Accordingly, changes can be made into product and service offerings for better results.

    • Faith Ocampo says:

      Love your insights, Alice! You’re right, there’s a great need for brands to invest in a catch-all platform that lets them streamline customer conversations. It’s indeed one of the best ways to keep up with rapid tech changes and the proliferation of various devices.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO3 days ago
Companies delegate some of their processes to #CallCenter service providers to save time and resources. However, new businesses. such as #startups, should be careful of which tasks to outsource to ensure success: https://zcu.io/xLvY

#WeSpeakYourLanguage #Outsourcing #BPO
Open Access BPO
Open Access BPO4 days ago
We hope you have a fun and safe time with your loved ones wherever you plan to spend Thanksgiving this year. Happy #Thanksgiving!

#WeSpeakYourLanguage #OAHolidays
Open Access BPO
Open Access BPO5 days ago
Every entrepreneur's dream is to grow beyond his own shores, but how do you know if you're up to the challenge? Look out for these signs before taking your first step into international #expansion: https://zcu.io/Safk

#WeSpeakYourLanguage #Startup #Offshore #Outsourcing
Open Access BPO
Open Access BPO7 days ago
High employee turnover costs money and resources. It also jeopardizes your #brand reputation. One way for #CallCenters to prevent all these from happening is to build an effective #CareerDevelopment program.

Learn more: https://zcu.io/XdNU

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
#Thanksgiving is just a week away. #Ecommerce companies must suit up to face the onslaught of shoppers on one of the biggest shopping weekends of the year.

Here's how: https://zcu.io/4yzf

#WeSpeakYourLanguage #CustomerService #CX
Open Access BPO
Open Access BPO2 weeks ago
Consumers still think the best way to resolve their #CustomerService issues is via #email, even with the rise of new support channels. Follow these tips to maximize the advantages of providing effective #EmailSupport: https://zcu.io/3Si0

#WeSpeakYourLanguage #CallCenter