Voice Of The Customer (VoC) is the organised way in which organisations listen and learn from customers

Voice Of The Customer covers all channels from face to face to online surveying on smartphones. Its scope covers the immediate customer experience after an interaction or transaction and the longer term health of relationship between customer and brand. A mature programme encompasses initial phases of listening and analysis into further stages of review, improvement planning and execution underpinned with monitoring.

The Art & Skill Of Customer Listening: session 3

May 25, 2011
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Welcome to another session on Customer Listening. Last time we reviewed a definition for Customer Listening. We also investigated what ‘active listening’ really means. Finally we wrapped up with some take away questions; asking how well our organisations embody these listening competencies in key customer facing workflows. The idea that underpins this series on listening [...]

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The Art & Skill Of Customer Listening: session 1

January 31, 2011
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If you are reading this on the BrainFood Extra site, you may have noticed that I summarise my overall  focus as ‘Listening For Anything About The Customer’. That remit has allowed me to write broadly about customer themed topics. The series you are now reading focuses on the other key word in that strap line, the [...]

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Painting A Customer Service Strategy: session 2

September 28, 2010
My First Customer Service Strategy

This is part two in a series of posts on Customer Service Strategy. Part one was a personal  orientation on “why bother”?  This session  gives you a  framework or canvas to paint on, based on the customer perspective. But before any of that,  here are a few words of advice to stop you going nuts. [...]

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Managing Customer Service Innovation

September 7, 2010
innovation

If the quality of customer service is a powerful way for brands to distinguish themselves, then having that extra something over competition ought not to be left to chance. But how many of us here in the UK have a thought through policy around customer service innovation and a team charged with that responsibility? Particularly [...]

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Six Insights For Your Voice Of The Customer Programme

August 8, 2010
Voice Of The Customer

I recently upgraded my LinkedIn account from free to the first rung of paying for the privilege. Apart from a new snazzy gold logo, I got access to better search. So I’ve been trying it out. As of August 2010 there are 103,679 senior executives in UK businesses over 200 employees with ‘customer service’ in [...]

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