Monday 18 March 2019
Voice of the Customer: empowering operational staff with data
What if research and marketing departments stopped producing pages of reports that no one consults, but also choosing overly complex tools that prevent operational staff from taking action?
Even today, Voice of the Customer results remain indigestible and difficult for field teams to use. Sometimes, they don't even have access to the information, and so can't act on it.
However, Feedback Management has one main vocation: to engage the company in a continuous improvement process. And it's by sharing customer feedback with teams in the field that they can act accordingly and optimize the customer experience.
This involves sending out simple, easy-to-read reports, selecting the data to be used, providing ergonomic tools, and above all a change of culture: moving from a Top-Down approach to a Bottom-Up approach, to give power back to the employees who create the customer experience on a daily basis.
To shed some light on this subject, SatisFactory is organizing a conference on Wednesday April 10 at 10:15 am at the Stratégie Clients trade show (Porte de Versailles, Paris). The aim is to provide you with answers on how to harness the Voice of the Customer and implement concrete actions.
