"Voice of the Customer" - VOC in short - is a key topic in all kind of customer service, TQM or Six Sigma training and related project work. There are two main categories for VOC, reactive data and proactive data. Whereas proactive data is collected with methods like focus groups, interviews, observations, surveys or test customers, reactive data is mainly based on customer complaints, feedback, hotline data or warranty claims. The nature of the human being restricts itself almost always to negative comments through reactive data channels.
It's because they know that there is a big market for it. They've been around for generations and still enjoy worldwide support. No one is really worrying about competition because there's enough market for everyone.
Proactive When I spent some days in a hotel, I received a survey form to be filled in before leaving the hotel. Did I fill it in? Make a guess...
You can do this by upselling. Upselling is a sales strategy where you will encourage the customer to buy additional items or upgrades. In the case of plush stuffed toys, these additional items or upgrades complement them. For example, you can offer clothes or accessories for the plush toy.
As upgrades, you can offer gift-wrapping or express delivery. The clothes and accessories makes the toys better while the gift-wrapping or express delivery benefits the customer if they have a need for them. Remember, they are just add-ons to the original order of custom plush toys. It's just a matter of developing products and services that you can upsell.
Customer research studies in the German financial industry some years ago have shown, that complaints normally reveal only the "tip of the iceberg". Receiving 50 complaint letters means we get only the feedback from those people who take the time and the courage to complain. There might be about 1250 customers out there who experience a similar situation but do not complain. May be they go immediately to our competitor if they have a chance. We may never find out.
Furthermore, the research has shown that there might be as much as 10 times more negative contact points with our company - like "Your call is important to us. Please stay on the line." These negative incidents are not "big enough" for a complaint but always impactful enough to drive customers' decision sooner or later.
How do you distinguish between businesses that care about their customers and those that are all talk and no action? It is okay for your offices, shops, points of purchase to have a "feel good factor" in terms of the customers' experience at the "moment of truth. What distinguishes true customer- centred businesses from pretenders is the alignment of everything that business does with customer needs. The whole business should be interested in customer satisfaction including the members of staff that clean the floors and make the tea. Change your approach as a business and distinguish yourself.
It's because they know that there is a big market for it. They've been around for generations and still enjoy worldwide support. No one is really worrying about competition because there's enough market for everyone.
Proactive When I spent some days in a hotel, I received a survey form to be filled in before leaving the hotel. Did I fill it in? Make a guess...
You can do this by upselling. Upselling is a sales strategy where you will encourage the customer to buy additional items or upgrades. In the case of plush stuffed toys, these additional items or upgrades complement them. For example, you can offer clothes or accessories for the plush toy.
As upgrades, you can offer gift-wrapping or express delivery. The clothes and accessories makes the toys better while the gift-wrapping or express delivery benefits the customer if they have a need for them. Remember, they are just add-ons to the original order of custom plush toys. It's just a matter of developing products and services that you can upsell.
Customer research studies in the German financial industry some years ago have shown, that complaints normally reveal only the "tip of the iceberg". Receiving 50 complaint letters means we get only the feedback from those people who take the time and the courage to complain. There might be about 1250 customers out there who experience a similar situation but do not complain. May be they go immediately to our competitor if they have a chance. We may never find out.
Furthermore, the research has shown that there might be as much as 10 times more negative contact points with our company - like "Your call is important to us. Please stay on the line." These negative incidents are not "big enough" for a complaint but always impactful enough to drive customers' decision sooner or later.
How do you distinguish between businesses that care about their customers and those that are all talk and no action? It is okay for your offices, shops, points of purchase to have a "feel good factor" in terms of the customers' experience at the "moment of truth. What distinguishes true customer- centred businesses from pretenders is the alignment of everything that business does with customer needs. The whole business should be interested in customer satisfaction including the members of staff that clean the floors and make the tea. Change your approach as a business and distinguish yourself.
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Yuki sano is a well-known author who writes blogs and articles. Debt Consolidators help you to lower your interest rates and reduce or waive off late fees/penalty charges. A home equity line of credit gives you the right to draw on your funds, up to your personal credit limit.
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