Knowledge Wave Captures the Voice of the Customer

Tuesday, September 07, 2010

Many people may listen, but few people actually hear.

Harvey Mckay
BUSINESSMAN & AUTHOR

Capture the Voice of the Customer (Voc)

Reshape your Customer's Experience by Listening

One of the most important tools for improving customer satisfaction and loyalty across the enterprise is a strong Voice of the Customer (VoC) program. Providing the perfect customer experience - every time - is key to differentiating your products and services from your competitors'.

A strong VoC Program:

Frequently measures the overall Customer Experience
Gathers unstructured and structured feedback
Monitors social media gathering and analyzing unsolicited feedback
Increases the tempo of response with online, real-time alerts and escalations
Widens access to insights, providing role-based access to VoC data throughout your enterprise
Provides reliable VoC metrics while assisting with metric diagnostics
Creates a continuous feedback mechanism

Knowledge Wave's Voice of the Customer (VoC) Program takes the pulse of your customer - and your business - by combining all forms of feedback into actionable data your entire organization will benefit from:

Knowledge Wave VoC Channels

To learn more, call us today at 1.800.329.9159.

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Enterprise Feedback Management

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Customer Satisfaction (C-Sat)

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Voice of the Customer (VoC)

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Customer Service Consulting

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Employee Loyalty and Engagement

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Channel Partner Satisfaction

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Market Research

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EFM: Integrate What You Know

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Predictive Modeling

Predictive analytics are a suite of statistical tools, strategic best-practices, and game theory that help you understand the future of your business by extrapolating from the past. While this may sound like magic, you don’t need a crystal ball to predict the future. Just plenty of data and some advanced statistical techniques. The more data, the better. Operational data, behavioral data, opinion data, structured data, unstructured data … all of that feeds into a model that lets you answer “what-if” questions about the future of your business.

With your internal operational data, you can observe which customers do what. KWI’s VOC and C-SAT programs fuse customer opinion data with that behavioral data and help you understand the why. Our statistical and business consultants use predictive analytics to help you answer the next question: What if?

Predictive analytics is a discipline which combines regression analysis, data mining, data clustering, strategic planning, change management, and innovation theory into a decision-making process that allows you to invest in the future of your business with confidence.

Contact KWI today to learn more about our predictive analytics solutions.

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Text Analytics

Text analytics is a vital tool for understanding customer opinions, market trends, and competitive positioning. Traditional feedback mechanisms (like surveys) elicit structured responses along a rating scale or as a selection from multiple options. Customer surveys often include an option for unstructured responses in the form of free-flowing comments, whether textual or spoken. These free form text comments have the advantage of allowing the customer to speak directly to you outside the constraints of your questionnaire.

At its most basic, text analytics helps you to understand the frequency with which certain topics are brought up. How frequently do your customers mention a specific product module or “billing” or “on-hold”? It takes advanced sophisticated processing to understand that “billing”, “payment”, “invoice”, and “check” all fall into the same category. More valuable, however, is understanding the sentiment which goes along with the topic being mentioned. Are customers pleased, frustrated, and very upset?

Beyond the opportunity to quantify free text comments in your surveys lie all the other ways customers communicate with you, each other, and the world about your company, products, and services: Unsolicited email; communities, forums, and groups that are related to your industry; Social media sites like Facebook, Twitter, and YouTube. You don’t really have a handle on the experience you provide your customers unless you are monitoring these vehicles for opinion.

Text analytics is fast becoming a core competency in any Voice of the Customer or Market research program. Contact KWI today to learn more about our products and services.