Voice of Customer Consulting
Gain Powerful Customer Insights
Optimize Your DIgital Experience
Achieve Transformational Results
Most organizations agree that optimizing digital experiences is paramount to their success. However, not all have a truly customer-centric strategy. Blast’s Voice of Customer consulting solutions will ensure you capture invaluable customer feedback to improve results.
Closing the Empathy Gap
While many brands believe they’re meeting customer expectations, what matters most is how customers feel. Unfortunately, organizations are falling short, contributing to an “empathy gap.”
Consider that 75% of organizations think they’re customer-centric, yet only 30% of consumers believe this to be true. (insert source)
While this might seem daunting for brands, closing this gap with a VoC solution is a huge opportunity to win over your customers, gain competitive advantage, and achieve your desired business outcomes.
What Is Voice of Customer (VoC)?
Simply put, Voice of Customer (VoC) is the process of collecting insights into your customers’ wants and needs to better understand the customer experience you’re delivering and how that impacts your business results.
In other words, it’s listening to your customers and leveraging that feedback to EVOLVE your digital experience and, ultimately close the empathy gap.
Benefits of VoC Consulting
Meeting customer expectations is one of the most critical drivers to your business success. According to additional studies, 76% of customers expect companies to understand their needs, and 84% feel that experiences are as important as the actual products and services. That’s why 81% of marketers expect to compete mostly (if not completely) on the basis of customer experience.
As the foundation of any customer experience (CX) initiative, Voice of Customer will help you:
- Better understand your customers’ actual needs
- Identify gaps in your current customer experience
- Gain actionable steps to improve your CX
- Strengthen customers’ engagement with your brand
- Establish a customer-centric culture for continuous optimization
In turn, that will drive better business outcomes, including:
- Greater sales, revenue, and profitability
- Increased customer loyalty, retention, and lifetime value
- Decreased marketing and customer service costs
- Improved innovation for product and services
- Stronger overall competitive advantage
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.
What You Can Expect
Working with Blast, you’ll gain the resources and expertise to build a strategic, comprehensive Voice of Customer program to meet your ongoing needs.
Below is a sample outline of steps and deliverables:
- Establish key business objectives
- Map customer journey
- Identify opportunities to solicit feedback
- Deliver and execute initial VoC use cases
- Establish a baseline for key VoC metrics
- Provide on-going support, including:
- Feedback analysis
- VoC reporting
- Actionable insights and recommended next steps
- Use case review and optimization
Meet Roopa Carpenter
Vice President, Digital Experience
Roopa leads our evolving end-to-end solutions designed to help enterprises optimize their digital experiences and accelerate their digital transformation. Working collaboratively with experts across Blast, Roopa enables clients to unify their data and, more importantly, activate on this to measurably improve the digital experience. With strong expertise in customer-centric experimentation, Roopa and her team deliver actionable insights that impact customer engagement and conversion leading to bottom-line results.
They took the guesswork and opinions out of what was working for our customers and what was not. Their approach provided a road map for improvements as well as a method to measure our progress.
Sarah Seifert – Director of E-commerce