Why You Need to Understand the Voice of the Customer

Surveys
In the average business, for every customer who bothers to complain, there are 26 others who remain silent.

Why You Need to Understand the Voice of the Customer

EmilyEVC, Avatar
By Bob Kobek, RRP
President, CustomerCount

Every morning (almost – mostly) I have a board meeting while shaving. One of the mandates of that board meeting between me and me is to invent an idea that we can use to enhance our software and its appeal to customers.

Of those ideas, some actually make it to the garage as I am leaving for work. Some of those survive as far as the parking lot and, every now and again, one might make it into the office to get researched. Then, now and again, that rare idea hits the discussion stage.

Going from the board meeting in the mirror to the design stage is a process that really does, sort of, work. It is that one idea (and the ideas of others) in a quarter that does move from idea to innovation.

That enhancement, between other enhancements, demonstrates to our customers that we are always thinking.

Interval windshield wipers were invented because the public asked for them.

In our case, the best idea is the one that comes from our clients who ask the question: “Can you make your software do …”?

It is the bad idea that causes me to be reminded that we should not talk to ourselves – we should be better listeners. We should be listening to the voice of the customer.

If you would like assistance in listening to the voice of your customer, then contact us now for a demo of our survey solutions and feedback management or call us +1 317-816-6000.

Listening-to-the-Voice-of-the-customer
Does your company cut it when it comes to listening to the voice of the customer?

About CustomerCount

CustomerCount was developed, and is managed today, by Bob Kobek, president of Mobius Vendor Partners. The company is celebrating its 20th anniversary in 2019 as a firm focused on business process design and management.

CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on updates, and detailed and dynamic data gathering for process improvement and customer loyalty to improve your bottom line.

We design company or product branded survey communications that present questions that maximize response rates and get you the information you need. Our robust reporting component supports 24/7 online access to real time customer feedback via reports customized to meet your business needs.

CustomerCount is a web-based product, minimizing installation time and expense. Due to the innovative technological architecture of CustomerCount, ongoing updates to survey content, report formats and other features are easily and quickly accommodated.

More recently, CustomerCount has developed the Worldwide Research Analytics Program (WRAP), a group of independent minds and businesses brought together by Bob Kobek.

The aim of the WRAP group is simple: to provide CustomerCount clients with additional reporting services that reveal deeper insights into their customer’s attitudes.

By looking beyond the wealth of data generated by CustomerCount’s customer surveys, WRAP members provide industry-specific observations and advice. This information can be used to identify key areas such as process and service improvement.

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