Monitoring & Closing the Loop
Your organisation wants to continue to learn and improve on the basis of what customers find important. A Voice of the Customer programme is a very useful tool in achieving this. Employees are structurally provided with relevant feedback from customers and implement tangible improvements in service provision and processes, based on 1 to 1 follow-up.
Cornerstones of a Voice of the Customer programme are:
- Constant collection of customer feedback, enabling direct individual follow-up.
- Provision of real-time insight into development in results format using an online dashboard.
- Provision of extra insight and definitive action points using in-depth analyses in order to improve your organisation’s service provision and products.
- Support in getting your customer's voice heard within your organisation and acting upon it, with the aid of Customer Experience experts.
Blauw sets up a bespoke Voice of the Customer programme and establishes the best approach, based on a scan of your organisation. Our Voice of the Customer programme consists of the following steps: