CX Survey, Analysis & VOC Programs

Peter Dorrington – Behavioral and Observational Analytics

Let us help you use create your Voice of Customer Programme which facilitates business growth.

How do you measure your Customer Experience?

How do you build actionable insights?

Many companies have put into place a survey or Voice of Customer applications hoping to capture some immediate insights. Yes, straight away you will gain some benefits, but unless you have a data analytics team to really crunch the numbers and the text data, there are likely many insights that you have not seen yet. And other companies who gain further insights do not have a reliable process or method of turning those insights into actions that make an impact to the customer experience.

Solution

CX Centric are experienced in the areas of behavioural and observational analytics. We work with your existing VOC technology and/or vendors, or we will help you select the right vendors for your company. This service is especially beneficial if you have large amounts of past customer data or are trying to solve an immediate customer-facing challenge (like retention/churn) and you are looking for new customer insights for improved Customer Success.

Approach

We approach in the development of your VoC integrated program in the following way:

  1. Analyze your existing data such as website, NPS, installation, or case closure surveys, complaint/call center databases, service reason codes, financial data, and write in comments
  2. Assess your current program structure, process, and data using text analytics, correlation analysis, and regression modeling to deliver robust insights and tell you what is working and where there are gaps and opportunities for improvement
  3. Design your Future State VOC program and select VOC vendor if necessary

We will deliver a baseline of data and insights to compare the effectiveness of change against. You will also understand the correlation results of NPS to financial outcomes and correlation results of other factors to your financial outcomes. This information will also feed into the effectiveness of the current VOC program and will be used as input in setting up the new VOC program approach.

Benefits

There are many benefits of being able to gain more insights from customers at various points in their journey with your company.

  • The ability to ensure the customer’s voice is heard and leveraged as an on-going part of the overall long-term customer experience
  • The ability to fully leverage existing or past data to take immediate actions
  • The creation of a complete VOC program that will be used over time for optimizing customer success
  • Insights can be distributed to other groups, like sales and customer service for improved CX 
  • The creation of a relationship with a technology partner to support your ever-changing VOC needs

Book a free consultation today.

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