In today's world the voice of the customer is very important for service providers and product manufacturers in ensuring they deliver and design the best. However giving the customer a voice is still primitive in its implementation since we still do surveys via cold calls, paper surveys sent to home or office, physical surveys where some stops customers on location to ask for feedback. The closest we have to an advance type of surveys are online. Can it be improved? How?
As humans we don't want to be unnecessarily bothered on what we are doing, even if we are doing nothing… so what's the best way to get customer feedback? If we think about it, online feedback was created because we spend a considerable amount of time with our computers and laptops. Having said that the world has changed, today the most commonly used device is something we carry around all the time, a mobile device, be it a mobile phone or tablet. To ensure the smoothest way to get customers or feedback is through the easiest way for them directly on their devices. Having said that it should be done with the most minimum effort by the customer, like simply selecting answer instead of typing it (SMS surveys). With a survey being shown directly on the device screen based on various pre-defined triggers the effort for the consumer to provide feedback becomes minimal considering that device is being carried around everywhere and in use 24X7.
Do you know of a better way to capture voice of the customer? Some will be presented in discussed on the CEM event in Singapore this week.
As humans we don't want to be unnecessarily bothered on what we are doing, even if we are doing nothing… so what's the best way to get customer feedback? If we think about it, online feedback was created because we spend a considerable amount of time with our computers and laptops. Having said that the world has changed, today the most commonly used device is something we carry around all the time, a mobile device, be it a mobile phone or tablet. To ensure the smoothest way to get customers or feedback is through the easiest way for them directly on their devices. Having said that it should be done with the most minimum effort by the customer, like simply selecting answer instead of typing it (SMS surveys). With a survey being shown directly on the device screen based on various pre-defined triggers the effort for the consumer to provide feedback becomes minimal considering that device is being carried around everywhere and in use 24X7.
Do you know of a better way to capture voice of the customer? Some will be presented in discussed on the CEM event in Singapore this week.
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