What is the Voice of the Customer?
There are a number of great social listening tools available such as Hootsuite Insights, BuzzSumo, and Google Alerts. These tools allow you to track keywords and phrases across social media and the web, so you can quickly see what people are saying about your brand.
One simple way to find social mentions is to do a search on Google or your preferred search engine. You can also set up Google Alerts to get notified whenever your brand is mentioned online.
Another great place to listen for the VoC is on review sites like Yelp, TripAdvisor, and Amazon. Customers often leave reviews when they're either very satisfied or very dissatisfied with a product or service, so it's a good idea to check these sites regularly to see what people are saying about your business.
Social media is another great platform for listening to the VoC. Monitoring channels like Twitter, Facebook, and Instagram will give you an idea of what people are saying about your brand in real-time. You can also use hashtags to track specific conversations or keywords related to your brand.
VoC is the leading solution for customer experience management. It helps you unify data sources, group them by common behaviour and operationalise insights to drive targeted actions.
Unifying data sources and resolving the identity of users across multiple channels to gain a comprehensive view of customer journeys
Never miss a beat by capturing all customer interactions across channels in real-time. Using VoC tools, you'll be able to identify patterns and trigger alerts that will help you understand what customers want, need and feel.
Grouping customers by common behaviours
VoC understands how different types of customers behave. Create profiles that group customers by common behaviour, understand their needs and trigger targeted actions to meet their needs.
Operationalise insights through alerts to drive targeted actions
VoC helps you optimise your business processes by sending alerts when something out of the ordinary happens and triggers specific actions for that type of event. With VoC’s real-time insights and customised alerts, you'll never lose touch with your customers again. You'll know exactly when they're getting frustrated or satisfied.
At Deloitte Digital we can help you build an effective VoC strategy by:
• Understanding your objectives and setting your goals
• Helping you identify the right set of tools
• Implementing these tools in order to achieve your desired outcomes
• Analysing results and setting up recurring reports
• Setting up notifications and alerts to keep management informed.