Master B2B Customer Engagement: Building a Voice of the Customer Program - TechGrowth Insights

Описание: How to Build a Voice of the Customer Program in B2B and revolutionise your customer interactions today! Discover the essential steps to create a program that truly listens to your clients and adjusts your strategies based on their feedback. In this video, we break down the key components of a successful Voice of the Customer (VoC) program, including how to collect data, analyse it, and use it to make meaningful changes in your business operations. Learn how to leverage VoC to improve product development, customer service, and marketing strategies, ensuring that your business not only meets but exceeds customer expectations. Don't miss out on the invaluable insights this video has to offer! How to run a voice of customer (voc) program?

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Master B2B Customer Engagement: Building a Voice of the Customer Program - TechGrowth Insights

Michael Dimson here, CEO and founder of Tech Growth Insights. In today's video, we dive into a crucial topic for B2B technology and telecom companies: the Voice of the Customer (VOC) program. A well-designed VOC program can drive growth, market differentiation, and stronger customer relationships.

Key Topics Covered:

What is a VOC Program?
Learn about the processes, systems, and techniques that help gather and analyze customer feedback to understand their needs, expectations, and experiences.

Three Key Components of a Successful VOC Program:

Tying Customer Sentiment Data to Revenue: Prioritize resources and identify areas at risk of losing valuable customers.
Focusing on Action: Create a structure to act on customer feedback quickly and effectively.
Being Supported by Software: Use software solutions to manage the complexities of B2B accounts.

Steps to Building a VOC Program:
Get Buy-In from Your Team: Share the benefits of VOC and win over the C-suite.
Set SMART Goals: Establish specific, measurable, achievable, realistic, and time-bound objectives.
Run Net Promoter Score (NPS) Surveys: Gauge overall satisfaction and understand customer sentiments.
Close the Loop: Act on feedback and communicate your actions to customers quickly.
Track Engagement Metrics: Monitor product activity, support requests, and other engagement metrics.
Use VOC Data to Drive Growth: Target upsells and cross-sells, encourage referrals, and intervene with churn risks.
Practical Guide:
Download our free leader’s guide to conducting a customer experience audit. This five-step methodology helps you harness customer insights, foster stronger connections, and drive a customer-centric culture.

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