A successful program starts with a solid foundation...
Our experts work in collaboration with your team to establish a strong foundation for your VOC program by defining:
- Goals, objectives and program success measures
- Process for launching customer feedback surveys and the frequency at which they will be launched
- Sample / Participant database – a 3x3x3 (high, wide and deep) representation of the customer to be able to obtain data points from all management levels and functions with whom your organization works with on a daily, monthly, quarterly and / or annual basis
- Survey questions – a combination of both performance and commitment indicators, ensuring that the survey output is actionable
- Action plan – a combination of short and long-term activities (i.e., tactics and strategies) based upon the feedback from your customers
- Process for “closing the loop” and reporting on the results both internally to program stakeholders and externally to the customers themselves
Built on best practices & a proven process...
In managing your program efforts, The Chapman Group works with your team to establish project and launch timelines that follow a well-defined, proven process for yielding above-average response rates. This process is critical in maximizing survey participation and increasing the statistical validity and value of survey results:
- Notification
- Invite
- Reminder
- Follow Up – if necessary
- Close survey
Data designed to make an impact...
The sustainability of any voice of the customer initiative will be determined by the survey output. To ensure there is continued buy-in at both the customer and internal stakeholder levels, it is critical to effectively interpret and act on the data in a timely manner. By engaging with KANECT you can ensure that all your stakeholders (internal and external) are informed and available to make an impact with:
- Real-time dashboards and results
- Metrics and Measurements to benchmark individual, team and organizational progress that enables your organization to:
– Consolidate tactical and strategic business intelligence
– Represent all contact points within a customer including senior-level relationships
– Be empowered with actionable knowledge from your customers
– Integrate customer metrics into your Account Relationship Servicing model (i.e., Account Plans) - Tailored customer feedback reports including The Chapman Group’s Prescription for Success highlighting key discoveries and recommended short and long-term action plans
- Advanced, predictive analytics to identify drivers of loyalty and commitment
Turning insights into results...
Our team of experts not only execute a best-in-class survey initiative, they also work with you and your team to capitalize on available opportunities to turn feedback into action throughout the customer journey resulting in reduced costs, increased efficiencies, lower customer churn, and improved revenue growth.
Through our action planning workshops (and ongoing consultative support with your dedicated client success manager), we teach your team to do just that – utilize feedback in both internal and external forums such as:
The data collected as part of a Voice of the Customer Program will provide ongoing and predictive customer / account intelligence that steers the strategic relationship efforts and initiatives of your organization. These strategic efforts will result in improved revenue, profitability, and market positioning… only when you take action on your customer feedback data and insights by closing the loop!