Voice of the Customer (VOC) Solutions

Companies that capture the Voice of the Customer (VOC) build stronger customer relationships, maintain high customer retention rates, and foster deep customer loyalty. Year over year, these companies also capture higher sales, while spending significantly less on customer acquisition than their competition.

Elements of an Effective Voice of the Customer Program

Many companies already conduct customer surveys and analyze that data to understand critical issues and key trends.  But unless you take the next step and act on the insights provided by the voice of your customer, you may be squandering one of your company's most important assets. 

MarketTools offers industry-leading software and expert consultants to help you create an effective Voice of the Customer program that enables you to:

	Listen: Capture feedback from your customers
	Analyze: Gain relevant, real-time insights
	Act: Take action when it matters most

We help you transform customer feedback into the insight you need to improve the customer experience and gain a competitive advantage.  MarketTools works with you to develop and implement an effective Voice of the Customer program using our next-generation enterprise feedback management solution, MarketTools CustomerSat, so your company can:

• Capture customer feedback on delivery of key services at multiple touchpoints, including sales interactions, websites and online stores, customer support, technical support, deliveries, installation, and maintenance.
• Measure customer satisfaction and loyalty.
• Drive improvement in key metrics that impact customer satisfaction, such as contact center agent performance and business process updates.
• Manage customer complaints effectively.
• Respond quickly to issues as soon as they arise, and assign the right person to follow up on specific problems.
• Review business transactions from the customer’s point of view to conduct win/loss assessments and identify areas for improvement.
• Share customer feedback throughout the company, to empower employees to improve customer service and foster a more customer-centric culture.

► Learn how we can help you create a successful VOC Program with MarketTools CustomerSat.

How Can A Voice of the Customer Program Benefit My Company?

Generate New Revenue. Drive improvements in the customer experience and your customers will take notice - helping you increase conversion rates, take advantage of up-sell/cross-sell opportunities, and increase renewals and referrals.

Save At-Risk Customers. With a VOC program, you know immediately when a customer has an issue, empowering you and your employees to take immediate, remedial action. This helps you protect recurring revenue and increase satisfaction.

Deliver More Consistent Service.  A VOC program allows you to share customer insights across your organization, with real-time, relevant reporting across departments, lines of business, and geographies to help your employees deliver more consistent service.

Communicate More Effectively With Customers. Open a two-way, real-time communication channel with your customers to understand what matters most to them, and get a better gauge of potential reactions to changes, updates and improvements.

Drive Customer Loyalty.  Ultimately, a VOC program will show you exactly which levers to pull to increase customer loyalty – supporting improved retention and profits.