The metrics used to measure customer satisfaction have emerged as a critical indicator of company health. Companies worldwide are adopting Voice of the Customer initiatives—many directly reporting to the CEO—that continuously monitor customer satisfaction and trigger immediate remediation when issues occur.
Traditional efforts to gauge customer satisfaction are difficult to implement, yield incomplete results, and lack a clear path to immediate corrective action. Random sampling of customers or the use of transactional satisfaction surveys create disconnected, point-in-time views of the customer that do not offer visibility into the entire customer lifecycle. When customer issues are identified, there is no connection back into the systems and processes used to address the problem.
Vovici solutions are designed to collect and analyze feedback throughout the customer experience and across the entire enterprise. Because Vovici leads the industry in functional feedback integration, we make it easy to capture feedback directly at critical customer touch points throughout the customer experience value chain. This integrated enterprise approach effectively shifts customer feedback from islands of disconnected listening to shared information that can be leveraged throughout the organization—providing clear, cohesive information for a complete view of customer satisfaction, and ultimately, customer loyalty.
A comprehensive view of the customer experience powers the analysis to measure current performance. The flexible and adaptive nature of the Vovici solution means that companies can apply whatever customer satisfaction metric has been adopted by the organization—such as Net Promoter® Score (NPS), Customer Loyalty Index (CLI), and Customer Satisfaction Index (CSI). This analysis can also reveal root causes for dissatisfaction or churn, discover critical trends, and identify actions to maximize growth and loyalty in key accounts.
Vovici drives deeper channels of customer feedback by enabling organizations to build respondent panels from their online customer community, creating an immediate pool of willing respondents. Profiling of these respondents facilitates targeted, focused feedback with critical customer segments. Respondents are engaged through a custom portal that increases participation and allows the organization to engage these important customers in a well-defined and efficient manner. This strengthens the voice of the customer through a consistent and regular dialogue, providing invaluable insight into long-term customer behaviors and historical areas of concern—promoting engagement and brand loyalty.
Customers have a true voice when their feedback is turned into action. Vovici closes the loop on the customer experience by enabling organizations to tie the feedback process back into supporting systems such as CRM, ERP, call center, or helpdesk systems. When customer issues are identified, pertinent data can be sent to these supporting systems to trigger automated or human responses to immediately address the customer issue and mitigate problems before they can impact a customer’s perceptions.
Net Promoter® is a trademark owned by Satmetrix Systems, Inc.Vovici releases Community Builder module that will allow organizations to quickly and cost effectively create and manage online community panels — providing a voice to customers, employees, and other constituents. Learn More.
Join Vovici for an American Marketing Association webcast beginning May 1: Building Online Communities for Feedback – Why You Need Them and How to Use Them. Click here for details.