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6.

The Importance
of Voice of Customer

L istening to your customers is an essential way to improve your products and services in order to remain competitive, drive value, and grow and strengthen your organization. The voice of the customer will always reflect the actual sentiments about your offerings that exist in the market.

The Importance of Voice of Customer

Each piece of feedback or review, whether requested through a survey, solicited for a review page, or posted to social media should be seen as an opportunity to learn, to change, and create more satisfied customers who want to help your business succeed.

To accomplish this goal take these steps:

  1. Request feedback as often and through as many channels as possible
  2. Train your customer-facing teams to listen for and report feedback at every opportunity through a common process
  3. Listen to social media mentions and sentiment
  4. Keep a consistent brand style and tone of voice online
  5. Build a comprehensive feedback loop that has strong ownership and accountability
  6. Solicit and advertise reviews from your key promoters
  7. Respond to all feedback and reviewers to show you care

Ingrain these tasks in your corporate culture and hone these interactions over time to create a sense of loyalty and dependability on your product. The voice of customer feedback you get will inform better decisions that produce happier customers and more prospects. When done correctly, the value you gain by taking the time to listen will propel you above the competition.


Authors
  • Mercer Smith-Looper. A writer, public speaker and support veteran of over 15 years, passionate about providing support teams space and insight that they need to do what they do best: help the customer. She currently is the Director of Support at Appcues, but in the past has worked in leadership for Wistia, Campaign Monitor, Trello, and Atlassian. Beyond that, she has consulted and written for some of the most prolific customer support companies world over.
  • Sarah Chambers. Editor-in-Chief for Chatra and a prolific author focusing on customer loyalty, success and remote work. A former support executive herself, she currently runs Supported Content, a boutique marketing agency for customer service businesses. When she’s not furiously typing away, she’s climbing, knitting or snowboarding in the mountains of Western Canada.
  • Yaakov Karda. Co-founder of Chatra and a customer support enthusiast. He’s authored and co-authored dozens of blog posts and a number of books on the subject. His writing has been featured in top industry publications and his books are available on Amazon.
ISBN
9781951779092
also available at
amazon.com