Customer Insights/Voice of the Customer Solutions

Customer Insights and Capturing the Voice of the Customer

New Category!

More than ever, businesses are focussing on gaining customer insights to help them improve customer satisfaction, loyalty and advocacy,  which ultimately leads to more profit. 

How?  There is a plethora of overwhelming evidence that links high customer engagement to customers who will spend more and stay with your business longer:

• 86% of buyers are willing to pay more for a great customer experience
• 73% of buyers point to customer experience as an important factor in purchasing decisions
• 65% of buyers find a positive experience with a brand to be more influential than great advertising

What type of Customer Insights can businesses use?

Popular methods to capture the voice of the customer and gain a range of customer insights include:

• Outbound Surveys (email, phone etc)
• After Call Surveys (immediately after a phone call the customer is given the option to provide feedback)
• Net Promoter Scores (NPS)
• CSAT
• Customer Effort Score (CES)
• Mystery Shopping
• Customer Analytics
• Speech Analytics

Regardless of which method you use,  ensuring your customer experience strategy has robust customer insights is a sure-fire way of getting all your key business metrics trending in the right direction. 

For best practice tips, insights and thought leadership with customer experience check out the Australian Customer Experience Professionals Association >

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