The Voice of the Customer- How customer feedback will improve your business

Voice of the Customer is a powerful participative marketing tool which allows creating a highly effective loyalty program. It gives the customer an opportunity to contribute to the creation and improvement of products. Indeed, through a participative approach, customer reviews are collected with a focus on customer experience. With these reviews, companies can develop products and services which better meet the expectations of their customers.

In order to capture the Voice of the Customer it is essential to set up an information gathering and processing system using Social Networks, the website, qualitative and quantitative research, point of service feedbacks etc.
Some of these systems are very structured while others may need to analyze verbatim transcriptions to understand the customer expectations.

So, customer’s feedback enable a company to better know its customers for better strategic or operational decisions. The feedback analysis drives a comprehensive and continuous improvement on products/services. As experts of the customer relationship management, contact centres can develop a dedicated action plan to address dissatisfied customers.

Furthermore, employee engagement is also essential. Yes, Voice of the Customer is not an exclusive domain of the Marketing Department or the Customer Service Department. Customer experience should be the priority at all levels in a company. Indeed, complaints or inquiries may concern several services (either the front or back office) and require a daily employee engagement for quick and efficient processing of customer feedback, whether positive or negative.

Voice of the Customer is therefore a must-have monitoring mechanism to gather customer feedback. It enables a dynamic monitoring of customer satisfaction and proactivity in making strategic and tactical decisions to face market realities.

Search a location
  • News


    PCCI Côte d’Ivoire, une entreprise de Téléservice emploie 300 jeunes en 2017

    Recrutement de jeunes en Côte d’Ivoire dans le cadre du Programme d’Aide à l’Embauche (PAE): Visite dans les locaux de PCCI Côte d’Ivoire du Ministre de la Promotion de la Jeunesse, de l’Emploi des Jeunes et du Service Civique, Monsieur Sidi Tiémoko TOURE.

  • News


    PCCI Group wins Millicom’s Contact Centers deal in Africa

    PCCI Group to operate Millicom’s contact centres in Tanzania, Rwanda, Ghana, Chad and Senegal serving Millicom’s 25 million customers across Africa

  • News


    Enhance Customer Service Experience Using Self-service

    "In many industries, self-service options that were once a nice-to-have or a competitive edge have simply become a ticket to play." An insight by Nidal Kamouni, CEO, PCCI Group

Subscribe to our newsletter
@PCCI Legal Notice Credits: AK-Project