{"id":362083,"date":"2021-01-23T16:45:59","date_gmt":"2021-01-24T00:45:59","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=362083"},"modified":"2021-05-04T18:09:23","modified_gmt":"2021-05-05T01:09:23","slug":"the-voice-of-the-customer-speaks-volumes","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/the-voice-of-the-customer-speaks-volumes","title":{"rendered":"The Voice of the Customer Speaks Volumes"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]Guest Blog by Laura Sikorski<\/p>\n<p>Your customers are the very reason your company exists. Your commitment to your customers\u2019 needs should be clearly defined in your mission and vision statements; understood by all employees; and drive continuous product, service, and process improvements.<\/p>\n<p>To properly serve your customers, you should be able to answer the following questions.<\/p>\n<ul>\n<li>What percentage of customers does our company lose each year?<\/li>\n<li>What percentage of customers have been with our company one year, two years, five years or more?<\/li>\n<li>Are retention trends changing?<\/li>\n<li>What are the top five reasons our customers leave?<\/li>\n<li>What are our customers\u2019 main service expectations?<\/li>\n<li>Do we know the lifetime value of a customer?<\/li>\n<li>How much does a customer buy during a typical transaction?<\/li>\n<li>In the last three months, have we contacted at least five customers to find out why they left?<\/li>\n<\/ul>\n<p>Customer service isn\u2019t a one-size-fits-all phenomenon. <a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/twelve-signs-youre-ready-to-upgrade-to-a-cloud-contact-centre\">Tailor your products and services<\/a> to what your customers want and expect. This translates to the commonly used phrase Voice of the Customer (VoC). And it\u2019s critical to gather and share VoC details within your organisation.<\/p>\n<p>You can collect this data in real time, post-experience or through social channels.<\/p>\n<ul>\n<li><strong>Real time:<\/strong> This is done through SMS (text), text analytics tools, survey URLs, mobile integration, face-to-face interactions, focus groups, and contact centre software.<\/li>\n<li><strong>Post-experience:<\/strong> Use email surveys, receipt-based codes, paper surveys, web intercept, mobile feedback, telephone surveys and live-agent collections.<\/li>\n<li><strong>Social:<\/strong> Turn to LinkedIn, Twitter, Facebook, Instagram<\/li>\n<\/ul>\n<h4><strong>Measuring Customer Loyalty<\/strong><\/h4>\n<p>Identifying critical improvement opportunities, competitor benchmarking and industry best practices \u2014 as well as using a <a href=\"https:\/\/www.genesys.com\/blog\/post\/make-nps-the-fuel-that-powers-your-voc-engine\">Net Promoter Score (NPS)<\/a> \u2014 help you measure customer loyalty. NPS is a simple way to measure customer satisfaction.<\/p>\n<p>You want to create more \u201cpromoters\u201d than \u201cdetractors by asking one question based on a 0 to 10 point scale: Promoters 9-10, Passives 7-8, Detractors 0-6. For example, you could ask: \u201cHow likely is it that you would recommend our company to a friend or colleague?\u201d<\/p>\n<h4><strong>Managing the Customer Relationship<\/strong><\/h4>\n<p>Customers are people first; they\u2019re customers second. Welcome people into your business like you would welcome them into your home. Your customer should be treated like lifelong friends. You have only one opportunity to make a good first impression.<\/p>\n<p>In addition, products and services are becoming more complicated \u2014 you need experienced employees. In many cases, loyalty is to a person and not necessarily to your business.<\/p>\n<p>Think like a customer when developing your products, services and marketing campaigns so you can help your staff create, cultivate and retain customer relationships. Customer relationship management is a strategy designed to increase retention, enhance loyalty and build brand equity. According to Pareto\u2019s Law, 20% of your customers, regardless of the industry, typically will give you 80% of your sales and profits. Identifying these higher- and lower- performance customers \u2014 and aligning investment strategies commensurate with value \u2014 is critical to knowing who your customers are.<\/p>\n<p>Once you\u2019ve identified all sources of available customer information, your organisation will know what your customers want and how to provide them with outstanding customer experiences on their chosen touchpoint or channel.<\/p>\n<p>The contextual capture of their journeys is the \u201chot\u201d integration requirement with your CRM system and contact centre software. The ability for staff to know where the customer has been or needs to be in your applications and systems \u2014 and then correcting shortcomings that could occur \u2014 will give you the competitive advantage.<\/p>\n<p>Knowing who your customers are is your responsibility. Remember: Customers want to do business with you on their terms, when they want, on the channel of their choice. And they expect the same service and answers to their questions, regardless of which method they use to communicate with you.\u00a0 For more information, check out the <a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/seven-best-practices-for-building-customer-loyalty?ost_tool=blog&amp;ost_campaign=apac_lg-en_cl-lp\" target=\"_blank\" rel=\"noopener noreferrer\">7 Best Practices for Building Customer Loyalty.<\/a> [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]Guest Blog by Laura Sikorski Your customers are the very reason your company exists. Your commitment to your customers\u2019 needs should be clearly defined in your mission and vision statements; understood by all employees; and drive continuous product, service, and process improvements. To properly serve your customers, you should be able to answer the [&hellip;]<\/p>\n","protected":false},"author":806,"featured_media":358725,"template":"","tax_priority":[],"tax_blogtype":[17756],"tax_blogcategory":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-362083","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/362083","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/806"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/362083\/revisions"}],"predecessor-version":[{"id":376002,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/362083\/revisions\/376002"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/358725"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=362083"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=362083"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=362083"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=362083"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=362083"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=362083"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=362083"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=362083"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=362083"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=362083"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=362083"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=362083"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=362083"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}