Voice of Customer (VoC) Programs
Anonymous Insights, Inc. named Top 20 Mystery Shopping Company
Methods of Deployment:
- Telephone
- In person
- Web
Anonymous Insights, Inc.
P.O. Box 1548
Dublin, OH 43017
Office: 844-WOWFACTOR
(844-969-3228)
VoC programs provide real-time customer feedback across all networks and touchpoints during the customer journey.
6 Steps to Implementing a VoC program:
- Determine which touchpoints your customers are using
- Gather feedback they are already providing or ask them for their feedback
- Listen to their answers
- Collaborate internally to prioritize
- Incorporate the Voice of Employee (VoE)
- Act on them to improve your brand
Customer Satisfaction Surveys
High levels of customer satisfaction are strong predictors of customer retention, customer loyalty, and product repurchase. Satisfaction surveys provide a cost-effective means of quickly collecting a large amount of customer data in the following areas: product, delivery, staff, service, and price.
Types of surveys available:
- Post-purchase surveys
- Employee surveys
- Patient surveys
- Lost-customer surveys
Social Monitoring
Social media is likely an important touchpoint during one or more stages in your customer's journey. Monitoring these networks allows you to delight your customers by quickly responding to questions and resolving issues across networks.
Anonymous Insights offers:
- Custom reports designed to measure social activity and engagement opportunities.
- Identify who is talking about your brand
- Identify influencers
- Determine whether mentions of your brand are positive, negative or neutral.
- Statistical data on # of mentions, topics, sites, hashtags, and tweets to name a few