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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,


  • Collect Customer feedback to evaluate the level of perceived quality
  • Re-engage the customer in unacceptable situations


  • Identify the drivers of customer satisfaction
  • AAnalyze the root cause problems


  • Pinpoint the changes to implement to boost customer loyalty and generate revenue


  • Guide the transformation projects
  • Mobilize and involve teams

Enchant your customer experience


Build customer loyalty

Increase your turnover

Restructure organization

Improve customer knowledge


Vincent PLACER

Consulting Associate Director


Consulting Associate Director

Customer strategy and marketing
Omnichannel customer journeys
Innovation, offers and services
Transforming organizations
Training and development of human capital
Steering the customer & employee journey
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