Can You Trust Your Satisfaction Data?
You know that Voice of Customer is crucial to your company's bottom-line; it is the shortest route to renewed business, up-sell or cross-sell opportunities. However, it is very likely that your satisfaction data is not accurate if you don't have the right process and solution in place to look at the overall across all customer touch points, and identify and monitor key drivers for customer satisfaction.
Disparate transactional satisfaction surveys provide only a slice of the data, and often yield bipolar or insufficient data that can't be trusted for business decisions. To realize the full value of customer you need to shift your view from the fragmented individual transactions to a strategic program that shows you the way to improve your customer satisfaction and enhance customer loyalty.
To effectively improve Voice of Customer, you need to hardwire the Voice of the Customer to your business strategy and processes. You need a way to see the big picture and monitor the overall client satisfaction across all customer touch-points.