VOICE OF THE CUSTOMER
Deliver strong customer experiences that increase loyalty, enhance your brand, and enable profitable growth.
The needs and wants of your customers
The service levels provided by your customer service team as well as other shared services departments they may come in contact with
The relative importance of features and benefits associated with your product
The expectations and promises that are both fulfilled and unfulfilled by your company relative to your competitors
What your areas of improvement are required to achieve total customer satisfaction?