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6 Reasons You Need to Go Full-Service with your Voice of the Customer (VoC) program

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This deck looks at 6 of the different reasons you should consider going the full-service route when launching a Voice of the Customer (VoC) program to help better inform your Customer Experience Management (CEM) efforts.

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6 Reasons You Need to Go Full-Service with your Voice of the Customer (VoC) program

  1. 1. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information with your Voice of the Customer (VoC) program REASONS YOU NEED TO GO FULL-SERVICE 6
  2. 2. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information There is no questioning it... WE’RE NOW LIVING IN THE AGE OF THE CUSTOMER
  3. 3. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information Superior Customer Experience Management (CEM) KEY COMPETITIVE ADVANTAGE IN 2019
  4. 4. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information Conducting Voice of the Customer (VoC) research to MEASURE THE EXPERIENCE ACROSS THE CUSTOMER JOURNEY has never been more important
  5. 5. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information Several reasons you can benefit from going the full-service route No “one-size-fits-all” VoC plan Infinite customer journeys Each customer is unique
  6. 6. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information 1 NO LEARNING CURVE
  7. 7. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information Effective VoC programs tackle multiple: COUNTRIES / LOCATIONS BUSINESS OBJECTIVES TOUCHPOINTSTARGET AUDIENCES 1 NO LEARNING CURVE
  8. 8. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information A strong CEM solution offers you: Power users of VoC platform ACCESS TO AN EXPERIENCED TEAM Experts in designing effective VoC programs The latest best practices 1 NO LEARNING CURVE
  9. 9. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information 2 OBJECTIVE VOICE
  10. 10. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information Information is powerful. However, it is also controversial. A KEY OBSTACLE TO VOC Objectivity of the results Circumventing personal agendas Especially when doing it yourself with self-serve tools
  11. 11. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information Internal alignment around questionaire design and objectivity of results FULL-SERVICE VOC PROGRAM = AN INDEPENDENT EXPERT WHO DESIGNS YOUR RESEARCH Insights that allow you to take action and improve the customer experience 2 OBJECTIVE VOICE
  12. 12. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information 3 ADAPT BEST PRACTICES TO YOUR NEEDS
  13. 13. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information Huge impact on the TYPES OF CUSTOMER FEEDBACK AND THE QUALITY OF THE DATA YOU COLLECT How you engage customers for feedback How you word your survey questions + 3 ADAPT BEST PRACTICES TO YOUR NEEDS
  14. 14. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information It is important for a professional to help you craft your survey using industry best practices to your unique situation. Survey Creation Having short, intelligent convos with your visitors Building your brand and getting intel on your customers Measure CX metrics that match your business objectives Only using standard templated questions 3 ADAPT BEST PRACTICES TO YOUR NEEDS
  15. 15. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information 4 NO NEED FOR EXTENSIVE INTERNAL RESOURCES
  16. 16. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information 4 NO NEED FOR EXTENSIVE INTERNAL RESOURCES Running a VoC program is not a case of “set it and forget it” JUST SOME OF THE RESOURCES YOU NEED TO MANAGE A VOC PROGRAM INSIGHT ANALYST • Dig through data to find actionable insights • Present findings internally • Deliver recommendations based on findings BI REPORTING EXPERT • Gather feedback from your VoC research • Design dashboards to monitor collection • Deliver tools to analysts to dive into data IMPLEMENTATION PROGRAMMER • Program VoC surveys • Help you implement survey codes on your properties • QA
  17. 17. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information 4 NO NEED FOR EXTENSIVE INTERNAL RESOURCES Running a VoC program is not a case of “set it and forget it” A strong CEM solution gives you access to these expert resources Save time and resources Get access to a team of VoC experts Avoid costly delays JUST SOME OF THE RESOURCES YOU NEED TO MANAGE A VOC PROGRAM INSIGHT ANALYST • Dig through data to find actionable insights • Present findings internally • Deliver recommendations based on findings BI REPORTING EXPERT • Gather feedback from your VoC research • Design dashboards to monitor collection • Deliver tools to analysts to dive into data IMPLEMENTATION PROGRAMMER • Program VoC surveys • Help you implement survey codes on your properties • QA
  18. 18. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information 5 QUALITY ASSURANCE
  19. 19. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information A VoC program is a public initiative that can appear on: MOBILE SOCIAL MEDIA DESKTOP IVR IN-APP EMAIL SMS ON LOCATION 5 QUALITY ASSURANCE
  20. 20. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information Just like these channels, VOC PROGRAMS SHOULD GO THROUGH EXTENSIVE QA but... 5 QUALITY ASSURANCE
  21. 21. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information SO YOU CAN PUT ALL YOUR FOCUS ON TAKING ACTION ON YOUR DATA A full-service vendor shoulders this responsibility for youDoing a proper QA check can be time-intensive or It can be overlooked if you have a small team 5 QUALITY ASSURANCE
  22. 22. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information 6 ASSIST WITH DATA INTEGRATIONS
  23. 23. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information 6 ASSIST WITH DATA INTEGRATIONS Brands need a more complete view of their customers to design great experiences CUSTOMER FEEDBACK Customer Relationship Management (CRM) Transactional data Session replay Web analytics
  24. 24. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information Brands need a more complete view of their customers to design great experiences CUSTOMER FEEDBACK Customer Relationship Management (CRM) Transactional data Session replay Web analytics A full-service CEM solution provider incorporates your customer feedback into your existing data sets and dashboards 6 ASSIST WITH DATA INTEGRATIONS
  25. 25. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information KEY TAKEAWAYS
  26. 26. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information KEY TAKEAWAYS You also need the right infrastructure so each department benefits from the insights culled from the feedback A successful VoC program spans the entire customer journey. It requires a lot of: Speed ObjectivityTime Resources / Staff
  27. 27. © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information LOOKING TO LAUNCH A VOICE OF THE CUSTOMER (VOC) PROGRAM? Make sure the provider offers managed solutions that give you access to experts that can offer the support you need so your VoC program provides a return on your investment. KEY TAKEAWAYS
  28. 28. The expert-guided approach to Customer Experience Management iperceptions.com CLICK HERE TO LEARN ABOUT OUR SERVICES © 2019 iperceptions Inc., All Rights Reserved. Confidential and Proprietary Information

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