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Table of Contents ● What is Voice of the Customer? How Can We Devise A Successful VoC Strategy? Benefits of VoC Analysis
What is Voice of the Customer? www.repustate.com
Voice of customer program - Put simply, VoC is the attitudes, thoughts, and beliefs that your customer base holds about your brand or product. It is important not to confuse this with customer feedback, which is a direct source that constitutes just one color within the VoC spectrum. Other direct sources would include user surveys, call center recordings, and email or chat data.
How Can We Devise A Successful VoC Strategy? There are seven steps towards devising and implementing a VoC strategy. Let’s summarize these and then look a little deeper into each stage:
Why Do We Need Sentiment Analysis On Social Media? Sentiment analysis of social media data can tell you if customers truly like you or not. This is far beyond empty numbers in a metrics tool. If they share your post, if it is because they are writing a positive review, or because they are tagging you to be sarcastic. Some of the benefits of social media sentiment analysis are listed below: 1. Discover new market trends 2. Design targeted marketing campaigns 3. Track brand awareness 4. Develop a personalized brand experience 5. Conceive new product ideas
Benefits of VoC Analysis VoC tells you the raw, unfiltered truth about what customers really feel. This makes it hard to argue with and consequently, a convincing tool with which to motivate change within your company. VoC doesn’t rely on self-selecting users, so it cannot be skewed in favor of or against your brand. You’ll be able to gather a broad spectrum of honest responses.
Here’s what you might do with it: Understand better whether your marketing strategies are working, and how to change them to better reach potential customers. Improve product offerings by listening to concrete customer feedback. Use VoC for piloting new products before you commit to a full rollout. Increase sales by targeting campaigns more directly at expressed customer needs. See how your brand compares with your competitors, with honest comparison data.
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