I Want To

Undertake a Voice of the Customer programme

Really understanding what your customer values and looks for from you as a supplier, is a key part of improving sales performance.  This is known as the Voice of the Customer and typically split into two parts – namely:

  1. Pre-sale – what the customer might look for and value from you as a supplier – defined as Customer Value.
  2. Post-sale – how your offering compared with the customers’ expectations – defined as Customer Satisfaction.

What's involved?

• A free of charge diagnostic – typically an hour or so of your time to enable me really understand what you and your team would like to achieve.

• We would talk through who might be involved in the process and agree a venue.

• We would then provide you with a written quotation outlining our recommendations as to the most appropriate way forward together with suggested diary dates if required.

Important considerations

  1. This is an incredibly powerful process designed to provide real insight into how your business is perceived by your key customers.
  2. With this in mind, you shouldn’t consider commencing a Voice of The Customer programme unless you are serious about making changes within your business based on the feedback from your customers.
  3. Failure to act on customer feedback can damage customer relationships.
  4. There are typically two approaches you might adopt to this type of programme either:
    1. Narrow & deep – where you want to understand the internal perceptions of your business from a key account customer at different touch points within the organisation.
    2. Broad & Shallow – where you want to gauge a lighter touch feedback across a number of different sectors in which you might operate with feedback from a number of customers within each sector.
  5. The insight provided by this type of exercise provides a real basis for continuous improvement within the business including new product development and strategic direction.

Next Steps

Keen to work with us
or find out more?

If you would like to arrange your free of charge diagnostic with a view to exploring a sales and marketing strategy, please contact me direct by either phone or email.

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