WHY-_Situation_dinterview___Fotolia_1550987_S

collecting the voice of the customer

You cannot understand customer needs if you do not listen to them! Listening practices is the burning platform out of which the company can effectively build a customer focus culture. Yet, traditional customer surveys do not deliver the expected benefits. Satisfaction surveys seldom materialize in tangible improvements for customers.

What is at stake?
How to design and implement a process to collect the voice of the customer and:

Mobilize internal stakeholders
Identify real customer expectations
Improve relationships with customers

Our value proposition
A comprehensive approach starting with the selection of customers and key contacts to be interviewed down to the design of an action plan:

Design of the listening process
Project management support
Adjustment of listening channels to the context and stakes of the company: telephone, face to face involving consultants or operational representatives, web questionnaire.
Training of interviewers
Analysis of results and recommendations
Facilitation of action planning workshops
Feed back to customers

The approach and methodology that we have developed year after year is now considered by our customers as a best-in-class practice.

As our customers run several campaigns, they naturally take ownership and tend to internalize the listening process. They can then decide to acquire our software suite “WHY WEB SURVEY” to support every step of the process.

Expected results

Overall company mobilization on customers’ expectations
A systematic feed back to all customers interviewed
Cross functional action plans as well as targeted action plans on strategic accounts

Our uniqueness

Ability to mobilize teams on the voice of the customer
Use of the listening process as a milestone in the relationship with a customer
Ability to conduct listening projects at international level
WHY SURVEY®: a software tool allowing you to deploy the process and disseminate results throughout the company

Consulting expertise on key loyalty drivers to leverage
Knowledge transfer to your teams

Download our WHY SURVEY methodology sheet