How to Launch Your Own "Voice of the Customer" Program

Customer feedback is the secret weapon of every fast-growing business. Here's how a Voice Of The Customer program can help grow your business faster.

Voice Of The Customer

When you first start a business, everything is new and exciting. You feel like you can take on the world. As you begin to experience growth, however, it’s important to remember where that growth is coming from. After all, when it comes to increasing sales, your existing customers are your biggest asset.

Making your customers happy gives you a much better shot at achieving long-term success. Of course you need a great product or service, as well as great customer support, but what about giving your customers a voice? Are you listening to what they have to say about your business?

“Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.” – Chip Bell

As a business owner, you’ve more than likely heard the term VoC (Voice of the Customer) before. If so, you know that collecting customer feedback is a critical part of a smart growth strategy. If you don’t value what your customers have to say then you’ll find it hard to keep them buying from you over and over again.

No matter the size of your business, evolution and change are both inevitable. If you don’t listen and improve based on customer feedback, you’ll quickly lose those customers to competitors who will.

Being a small business owner means that you can often have 50 different priorities, because let’s be honest – you’re always so busy. That’s why a VoC program is so critical to maintaining and accelerating your growth.

Your VoC program can provide you with a regular stream of helpful feedback, allowing you to make smarter, more informed decisions, dramatically increasing your chances of success and reducing the number of mistakes you make.

We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better. – Jeff Bezos

OK, so let’s start with the basics – why a VoC program makes sense and some of the benefits you can expect when you start collecting and acting on customer feedback.

Chapter 1

Why Launch A Voice of the Customer Program?

Benefits Of Voice Of The Customer Program

There are so many strategies you can use to grow your business, so why launch your own Voice of the Customer (VoC) program? Let’s start by looking at the 3 key benefits, which are remaining relevant to customers, crushing your competition and of course, increasing your sales.

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Chapter 2

All Customer Feedback Is Not Created Equally

Customer Feedback Strategies

Worried about being overwhelmed by the sheer volume of customer feedback you might receive? Here’s how to determine which feedback to act on and which feedback you should ignore. We’ll also look at strategies successful businesses employ to make their VoC programs as successful as possible.

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Chapter 3

Things To Consider Before You Launch Your VoC Program

Launch Voice Of The Customer Program

This is where the rubber meets the road – but before you launch your own VoC program, here are some things that require careful consideration. You need to clearly define your end goal, choose your first feedback channel and make sure you ask for feedback at just the right time. Here’s how.

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Chapter 4

A Simple 5 Step Process To Launch Your VoC Program

Voice Of The Customer Program

Here’s a blueprint to launch your own Voice of the Customer program. Follow these 5 simple steps and in no time at all you’ll be collecting, analyzing and using customer feedback from your VoC program to grow your business and create customers who are loyal for life.

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Krista is a content writer for Fieldboom. She studied psychology and neuroscience and loves writing on all topics, especially customer service.