How do you identify the voice of a customer?


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How do you identify the voice of a customer?

From online reviews to social media monitoring tools, here are answers to the question, “How do you identify the voice of a customer?”

  • Social Media Monitoring Tools
  • Surveys, Interviews, Focus Groups
  • Conducting Customer Interviews
  • Online Reviews
  • Customer Satisfaction Surveys

Social Media Monitoring Tools

Reactions to your social posts are a valuable source of insight. They tell you a lot about how your consumers think about your product or service. If you find a way to summarize and categorize those different reactions, you can start to see patterns and get valuable insights on your product without asking questions or doing research.

Bjorn Verbrugghe, Marketing Manager, Unigift

Surveys, Interviews, Focus Groups, Etc

To identify the voice of a customer, you can use a variety of methods such as surveys, interviews, focus groups, customer feedback, and social media monitoring. One example of a VoC from my business is a survey that was sent out to our customer base asking for feedback on their recent purchase experience.

The survey included questions about product satisfaction, ease of use, and overall satisfaction with the customer service received. The responses we received provided valuable insights into areas where we needed to improve, such as providing more detailed product information and offering more personalized customer service.

This information helped us to make necessary adjustments to improve the customer experience and drive more sales.

Will Gill, Event Entertainer, DJ Will Gill

Conduct Customer Interviews

One method for gathering VoC information and identifying their voice is customer interviews. Although interviews take a lot of time by nature, they frequently yield the most insightful comments. You can perform highly individualized, in-depth research by speaking with the customer directly and interviewing them thoroughly.

Ad hoc consumer interviews, surveys of a representative sample of customers, or focusing on a specific client segment for interviews are all options. Interviewers have the chance to delve into the customer’s comments and glean extra insights that other VoC research methodologies could overlook, whether they are conducted in-person, on the phone, or via video chat.

For instance, if a client mentions having trouble with a specific feature of your product, the interviewer might probe further and learn additional specifics about what the issue was, why it occurred, and how your business might address it. Buyers believe that this kind of interaction is the most individualized.

Himanshu Sharma, CEO and Founder, Academy of Digital Marketing

Through Online Reviews

Most company customers read the online reviews and head to our website. So the online reviews are key in understanding what our customers hear and sharing their experiences. We can easily map our customers’ journey through online reviews and understand what they need and want from us.

Moving on, we can start to identify their pain points and where they’re not happy with our service. More focus should be on the words they use and their emotions.

Alvin Wei, Co-founder and CMO, SEOAnt

Customer satisfaction surveys

In my service-based business, a key way that we capture the VoC is by providing regular opportunities for customers to provide their feedback, positive or negative.

For example, through sending satisfaction surveys after new customers have been onboarded, and by having a comments function on our website. This way, we are able to use positive and negative feedback to understand what our customers want and continuously improve our services.

Will Baker, Founder, Skirtings R Us

Submit Your Answer

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