VoC – Leveraging customer inputs to accelerate business objectives
Successful companies place the customer at the heart of their business. Their strategies are based on the Voice of their Customers.
ValueNotes conducted a survey of senior decision-makers in Indian as well as multinational companies to find out if they gather customer inputs, how they do so and how they use the inputs. We found that most companies do seek customer feedback; they generally do this in-house; and they would like to use the customer inputs for decision-making – for product design, improving service, etc. However, they are not able to get adequate insights in order to do this effectively.
This white paper describes the key factors that go into a successful VoC initiative – appropriate design, and in-depth, unbiased and objective qualitative interviews with customers.