Listen to the Voice of the Customer

April 1, 2009, destinationCRM.com, bi-line article by Sid Probstein

What if you could listen to every customer — even when they are talking about you instead of to you? What if every customer-facing employee had immediate access to complete customer profiles at every interaction? This level of insight would not only let you better serve customers — it would also help you gather information to make strategic decisions.

Today, companies are establishing Voice of the Customer (VoC) initiatives to ensure a focus on building a customer-centric corporate culture that assures deep and durable relationships with customers. A well-designed VoC initiative can protect your company in slow economies and nurture loyalty by enhancing your customer-centric perspective.

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