Digital platforms, both social and shopping, have forever changed the consumer experience. At the same time, in-person experiences are still relevant and need to be aligned with the online experiences to provide a seamless, fluid flow between the real and digital worlds. Furthermore, consumers want personalized experiences that adjust as quickly as their preferences and favorite trends. This can be an overwhelming ordeal, or it can be as straightforward as direct and open two-way communication with your customers. This is the power of an ongoing Voice of Customer satisfaction program.
By understand what your customers want, listening to how they feel your brand is performing, and being open to improvement suggestions, you will have all the data-driven insights you need win customer loyalty.
That said it’s no longer enough to merely create and send a satisfaction survey. There needs to be careful consideration, focused strategy and creative development behind these feedback collection instruments. When done correctly, an ongoing Voice of Customer program is guaranteed to make a positive impact; for the brand and the overall customer experience.