Background The Problem Listening Acountability
Overview Step 1: Collect VOC Step 2: Aggregate Insight Step 3: Accountability Step 4: Resolve issue Step 5: Feedback

Building a listening capability

The problem to address

The key to removing customer frustrations is to build a robust process to systematically collect what customers are saying. The direct feedback at the front line is the most powerful source of information to drive change in favour of the company’s customers.

When this data gets aggregated powerful analysis of recurring issues can be done and the most critical issues can be prioritized for root cause analysis and removal.

Positive suggestions from customers become a key source of innovation and help to offer increasing value to the customer.

Early feedback from sales campaigns will help to improve positioning and shorten the route to market.