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

The Problem to Address

the problem to address

Front line staff such as shop assistants and contact centre agents hear the “Voice of the Customer” day by day but usually the information gets lost as soon as the dialogue ends.

  • Service staff focus on the immediate issue they are facing.
  • Time pressures limit the quality and quantity of information they are able to record
  • Recurring issues are not aggregated
  • Staff do not know how and to whom to pass the customer feedback to and organizations are not prepared to deal with the issues.
  • Frustration increases as people realize they can’t change anything

Subsequently the valuable voice of the customer is lost while at the same time the company tends to spend a fortune on market research and customer surveys.