Why choose this offer?
Faced with intense competition, having a deep understanding of customer expectations has become a key priority for companies looking to set themselves apart and offer new services.
A Voice of the Customer program is a structured approach for continuous improvement based on customer feedback. The goal is to be able to use, analyze and summarize assorted data to create a bird’s-eye view of the customer experience in order to roll-out personalized action plans.
ConsumerLab offers bespoke tools based on a structured approach which can be adapted to companies’ business challenges.
Introducing our approach
The goal of a Voice of the Customer scheme is to recentre the organization, the process and the offers around customer needs. A Voice of the Customer program is not simply another project or the introduction of a new KPI, it is a new business process which is an integral part of the transformation project,
LISTEN & ACT
- Collect Customer feedback to evaluate the level of perceived quality
- Re-engage the customer in unacceptable situations
UNDERSTAND
- Identify the drivers of customer satisfaction
- AAnalyze the root cause problems
INNOVATE
- Pinpoint the changes to implement to boost customer loyalty and generate revenue
IMPLEMENT
- Guide the transformation projects
- Mobilize and involve teams
Enchant your customer experience
Benefits
Build customer loyalty
Increase your turnover
Restructure organization
Improve customer knowledge
Contacts
Vincent PLACER
Consulting Associate Director
Mehdi BENABDALLAH
Consulting Associate Director
