journey
Voice of Customer Programs
Translating feedback into strategic action
Effective Voice of Customer (VoC) programs enable organizations to systematically collect, analyze, and act on customer feedback across the entire journey.
Key VoC Program Challenges:
-
Feedback Fragmentation, Enterprises often collect feedback through many separate systems, making holistic analysis difficult.
-
Closing the Loop, Many organizations do not consistently follow up with customers after receiving negative feedback.
-
Actionable Insights, Many companies collect customer feedback but struggle to translate it into concrete improvement actions.
Effective VoC Strategies:
-
Unified Feedback Ecosystems, Integrated feedback platforms make it easier to identify cross-journey issues that drive dissatisfaction.
-
Real-Time Alerting Systems, Automated closed-loop alerting helps teams resolve issues faster and protect retention.
-
Text Analytics Capabilities, Advanced text analytics increases the share of unstructured feedback that can be turned into actionable insight.
Key Takeaway:
KPMG’s Global Customer Experience Excellence report for 2023-24 found that customer perceptions of their experiences declined in 19 of the 21 countries studied. Organizations cannot assume they know how customers feel; they need to listen systematically and act on what they hear.
Book a Free Session with The Glocal Partners to discuss more details!
References:
- KPMG. (2023). Artificial Intelligence and the orchestrated customer experience (Global Customer Experience Excellence 2023-24). https://kpmg.com/sg/en/insights/strategy-and-growth/global-cee-2023.html