Voice of the Customer Methodology: All You Need to Know - Carney
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Voice of the Customer Methodology: All You Need to Know

If you’ve ever traveled to a foreign country or spoke to someone who doesn’t speak your language, you get a pretty humbling lesson on the power of communication.

Every facet of our lives boils down to communication. Whether it’s working with teams, maintaining relationships, or even the functions our brains carry out to the rest of the body. But when it comes to your business, an open line of communication and feedback can greatly improve your offering.

Today, G2 shares all you need to know about Voice of the Customer Methodology. This methodology revolves around three things: 

  • Collection. Getting feedback is step one. One way or another (or multiple ways) you’ll need direct feedback from customers.
  • Evaluation. After you’ve collected feedback, organize it, and look for common themes. Is there a common denominator in the feedback you have? 
  • Implementation. It’s time you put a plan into place and directly address the feedback you collected.

All this will improve your business for current customers and make your business more attractive to others because of the refined customer experience. Deciding on how you’ll get feedback from customers is the crucial first step. Some common methods are:

  • Surveys. Ask the right questions and get the answers you’ll need. Keep questions concise and easy to understand and structure them around simple yes/no responses.
  • Customer interviews. If a customer will give you the time of day, then this is an opportunity for face-to-face or over-the-phone dialogue. You can do this with one customer at a time or facilitate a group discussion similar to a focus group.
  • Social Listening. Much of this is already done for you since you won’t be providing direct prompts. Collect what users say about your brand and keep tabs on when discussions arise.

We couldn’t hit them all, so check out the full article.


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