8 Simple Steps to Improve your Voice of the Customer Strategy

8 Simple Steps to Improve your Voice of the Customer Strategy

Customer Feedback Management

Follow the research based and proven steps to improve your Voice of the Customer (VOC) strategy and see massive improvement in your company?s success.

Companies are now faced with the massive challenge of monitoring and deriving insights from customer comments being written across potentially hundreds of public online websites, in addition to the same survey and customer support methods they already have in place.

With so much data collecting in so many places, it has become extremely important that companies adapt to be able to keep up with their customers? needs wherever and whenever they are.

Companies that take a data-driven approach to managing their customer experience (CX) have the most success, and this often starts with a clear Voice of the Customer (VOC) strategy.

The following steps have been carefully laid out to help any organization get started with identifying key actions they can take to begin to see more positive results in their business from an improved Customer Experience (CX).

Learn More About Tatvam?s Voice of Customer Tool which Enhances Customer Experience

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1. List out and Refine your Target Customer Personas.

Understanding who your customers are is a key foundation step that any business needs to take in order to be successful.? Companies that take too broad of an approach end up spinning their wheels, and often running out of resources before they can realize true success.

In order to understand, companies often take the approach to defining what they call ?customer personas?, which according to?Buffer, is a composite sketch meant to represent a segment of your target market.

Bu creating sample ?personas? it makes it easier for you to understand potential buyers in different parts of your market, and to create messaging and strategies that target them more effectively.

2. Identify Where Your Customers are Talking to You and Make Sure the Channels are Available to Them.

Once you have created your target personas, start to think about where each persona is most likely to express their opinion or communicate with you.? For example, you may find that the persona who fits in your 49-65 age demographic segment is more likely to share feedback directly with an employee, while the personas in your 18-35 demographic might be more likely to share feedback through social media.

It is very important that you ensure that based on your audience, you understand where they are most likely to take an action, and ensure that you as a company are ready to meet them there.

voice of customer analysis

3. Collect and Manage your Customer Comments in a Consolidated Place.

Once your channels are set up and identified, start managing the different channels and collecting feedback.

Here it is highly recommended to leverage tools or software that allow you to aggregate customer feedback and chatter from multiple different sources together into a singular solution.? That will make employees lives a lot easier as they are tasked with keeping up with customers on potentially dozens of different platforms and will also make detailed data analysis a lot easier down the line.

4. Analyze and Classify Comments based on Target Personas.

Using data that is collected across your customer feedback channels, tag and classify each comment based on what persona demographics wrote the comment.? Then you will be able to analyze performance and commonly mentioned themes based on your personas.

This type of comment classification can be done either manually by the team members who are managing your feedback channels, or alternatively this type of classification can be done easily using technology like Artificial Intelligence (AI) and Machine Learning (ML)

5. Isolate Examples and Identify Trends

Once the data has been classified, analyze the data based on your customer segments and personas and identify what are the key elements of each of their experience that is most positive and negative.

Leveraging additional analytics techniques like NLP (Natural Language Processing) and Sentiment Analysis are extremely helpful here because it will allow you to identify which keywords are mentioned most positively or negatively across your customer feedback.

Once these insights are identified, be sure to pick out a few examples that are representative of the larger themes.? These examples will greatly help when illustrating and communicating these findings with stakeholders.

6. Communicate Findings to Stakeholders

As trends become recognizable in the data and the most positive and negative topics emerge, it is important to share these findings with stakeholders in the organization.? As stakeholders often carry many responsibilities, communication is most effective after transforming the raw data into easily understandable graphs and charts that clearly illustrate the findings.

Set up reports and dashboards that illustrate key KPIs like top mentioned topics, most positive and negative keywords, and average sentiment scores that can be shared on a weekly or monthly basis to stakeholders.

7. Brainstorm and Act

Once all relevant parties are informed of the trends in data, it is the time to act.? Success is often found when stakeholders and analysts meet to create a common understanding of findings in the data and begin to identify actions that can be taken.

Set up a monthly meeting to discuss the findings with key stakeholders and create a task list of clear actions that can be taken to improve the customer experience (CX).

8. Measure and Repeat

As actions are implemented across your organization, be sure to measure the same KPIs in the data as an ongoing exercise.? Based on changes in the data, the success or failure of the actions that were implemented as a result of the previous findings will be able to be measured.

Build on the successful actions further and abandon or reimagine the actions which see no results.? This creates an agile process for customer experience management, and ensures regular and consistent improvement in customer experience (CX).

About Tatvam

Tatvam Analytics??is an innovative customer feedback analysis product. It uses advanced machine learning and AI driven technology to?help attractions make sense of their guest feedback. Thanks to this system, venues can view all the data in a single place, and enjoy in-depth graphs and visualizations. Being able to see all the relevant topics at a glance helps businesses to get a concise overview of their customers? experience.

The Tatvam Analytics service allows its users to continuously measure and improve experiences for

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