Voice of Customer Solution
There’s no better way to understand what your customers need than by asking them. Yet many brands don’t know where to start. That’s where Blast’s team of digital experience consultants — with specific expertise in Voice of Customer — excel.
We’ll help you rethink your entire digital experience and enable you to understand and optimize every single step of the customer journey.
It Begins With Strategy
All successful CX initiatives have one thing in common: a thoughtful, customer-centric, data-driven strategy ideally shared across the entire company. Without this, you miss out on key opportunities to optimize digital experiences and drive greater results.
Building on more than 20 years of successful client engagements, Blast works closely with your organization to craft a VoC strategy tailored to your specific business, customers, and desired outcomes.
Specifically, our Voice of Customer solution helps you:
- Create a customer-centric culture with strong advocacy
- Establish key business objectives for your VoC program
- Engage with customers continuously in an ongoing effort
- Take action on customer insights to close the feedback loop
Framework for Success
Our simple, three-step strategy provides a solid foundation on which to build — and EVOLVE — your VoC program. Following this framework, with our VoC consulting expertise, will enable you to act quickly and create optimal experiences for your customers.
The key to an effective VoC program is to gather customer insights across multiple touchpoints. Yet what and how you ask for feedback is important, as it impacts whether customers engage or not. Knowing where in the customer journey to solicit feedback, understanding how to balance structured and unstructured feedback, and reducing the risk of asking biased questions are just a few critical factors to consider.
Voice of Customer can be captured through various methods, including website, mobile apps, surveys, email, chat, phone, social media, and more. Blast will help build a VoC program that asks the right questions, to the right customers, at the right time to gain the most valuable insights
Once you’ve collected quality customer feedback, that data is analyzed and translated into clear business objectives to help close the empathy gap. While 84% of organizations say they regularly ask customers for feedback, only 29% systematically incorporate insights into their decision-making processes.
Combining our analytics and CX expertise, Blast will help unleash the power of customer feedback by uncovering key insights to help bridge the gap between customer expectations and your digital experience.
This is where the magic happens — turning your VoC insights into actions that improve your customer experience, while driving organizational change toward a more customer-centric culture. 86% of customers are willing to pay up to 25% more to get a better customer experience, so brands that act will reap reward.
Easier said than done without the right skills and experience. Blast’s Voice of Customer consulting experts deliver industry-leading strategy and execution to help you prioritize your insights into action that measurably improves your digital experiences. What’s more, we’ll help you activate your VoC program across the entire organization with your key decision-makers and leaders.