Voice of the Customer
Powerful Stories, Independent Insights
Sales people are often criticized for having “happy ears” - hearing and sharing only good news from their customer conversations. By engaging with a third party to get a true accounting of how your customers view you, most customers find some great stories, as well as real issues they need to address.
Our process:
Discovery: we work with you to solidify goals, questions, and customers
Incentivize: We offer customers and/or prospects an incentive to spend 30-60 minutes with us, be it a gift card, discount on services, or another TBD reason to provide us with their time and insights. The incentive often brings out better criticisms and areas for improvement.
Converse: We set appointments and call customers and prospects to complete our questioning and data gathering.
Analyze: We take our transcripts and notes, synthesizing common threads and pulling out usable customer quotes to deliver an actionable report rich with customer feedback.
Deliver: While the report is helpful, we review the findings with you line-by-line to identify strengths and weaknesses so that we may work together to bolster messaging of strengths, and identify solutions to shore up weaknesses.
Weather you’re looking for very generic honest feedback from your customers, or are probing to understand a very specific market niche, we will work with you to find the answers you’re looking for.
