Voice of the Customer

This white paper outlines key tenets of the roadmap for target-setting success. We will address the importance of determining the right overall VOC measures and laying the right foundations. This includes establishing a target time horizon for corporate VOC targets, determining relevant KPIs, cascading targets to operational units – and then tracking performance against targets.

Goods manufacturers want consumers to discuss the benefits of their products widely, and are glad to have “word of mouth” helping them in promoting goods and contributing to advertising efforts.

Australian companies expect their customers to do too much to resolve bad experiences. Customers four times more likely to stop doing business with a company after negative experience.

Customers across all categories now look for a personalised experienced that is available when they want it, how they want it, where they want it. Regardless of whether the desired experience is delivered, it is now possible through the explosion of mobile coupled with the prominence of social media for consumers to give instant feedback. The consequence is the increasingly significant impact that customer experience has on the overall relationship with a brand.

This white paper explores how to optimise the design of Enterprise Feedback Management and Voice of the Customer programmes to maximise the ROI and reduce customer complaints and churn.

Measuring customer effort in isolation is not enough. While it does link to customer outcomes, it is the Customer:Company Effort Ratio (C:CER) that really matters.

Healing the Pain introduces the concept of ‘Smarter Closed Loop Feedback’, helping companies maximise the ROI of customer feedback programmes and reduce customer complaints and churn.

Join Ipsos at the first Future of Research event of 2015, where Virgin Trains and Experian will be sharing some of the exciting ways they have channelled customer insight to drive transformational change.