Your customers are talking about their experiences. Are you listening?
Voice of the Customer data is a real-time indicator of your brand experience. A voice of the customer (VOX) program designed and executed by Second To None identifies hot-button issues, key customer concerns, and marketing opportunities for you to model, monitor and manage. Broad in nature, VOX establishes brand listening posts to give you the pulse of the customer experience.
In isolation, VOX data is difficult to manage because it tells you where to look, not what to do. Be sure to supplement your VOX research with Customer Experience Management tools to create a more complete picture that leads to action.
Customer Satisfaction Surveys
Using customer satisfaction surveys to build a clearer understanding of the customer-brand interaction makes sense. Strong c-sat programs do this fairly well. Customer satisfaction is commonly understood as the relationship between the brand promises you make, and customer perceptions that emerge from market dynamics, customer preference and bias, and the actions you take as an organization.
Customer satisfaction data by itself is difficult to manage because it tells you where to look, not what to do. We recommend extending your VOX program to include more in-depth measures of the customer experience and/or performance against expectations.
The relationship between customer experience programs and customer satisfaction programs isn’t complex, but it is critical to identifying actionable results. Managers often fail to take action, or back the wrong initiatives because of incomplete data. To better understand the relationship, read about brand authenticitySM.
Customer Intercept Interviews
Nothing quite replaces a face-to-face interview with your customers. Second To None representatives are experienced in knowing how to ask poignant questions while representing your brand with the utmost respect.
Interactive Voice Response (IVR) Solutions
Our IVR solutions are friendly and unobtrusive ways to find valuable information. We use the latest technologies to ensure ease of use for respondents, and ease of reporting to our clients.
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