The Voice of the Customer is a practical approach to optimizing the customer experience.
By integrating a VOC program, you transform feedback and perceptions into concrete levers for improvement that strengthen your overall customer experience.
Customer Experience – CX
Voice of the customer
Listening to your customers continuously means optimizing their experience.
What is The Voice of the Customer?
The Voice of the Customer (VOC) is a structured, continuous improvement process designed to collect, analyze, and integrate your customers’ needs, expectations, and perceptions into your business decisions. It is a dynamic approach that builds connections between your teams and your customers, turning data into tangible and measurable actions.
At Maïeutyk, we have adapted the Lean Six Sigma (LSS) methodology to the marketing and human realities of SMEs.
Our goal is to make performance measurable, sustainable, and human-centred.
Why implement the Voice of the Customer
Optimize the Customer Experience
The voice of the customer program is integral to optimizing the customer journey. It serves as a safeguard to keep you in tune with and in service to your customers. The initial customer survey serves as a benchmark, and the ongoing, smaller surveys defined in the customer program’s voice ensure that you maintain established quality standards.
Manage Risk
At the customer experience level, this program is a practical risk management tool, as it provides quantitative data to support effective decision-making. From a continuous improvement perspective, your value-add is defined by your ability to meet your customers’ needs and expectations. A voice-of-customer program collects customer data at a precise moment in their journey. These data points help you take the most appropriate actions to improve the customer experience.
How Maïeutyk Supports you
Maïeutyk’s approach to creating a voice of the customer program is as unique as you are. By practicing maieutics in our co-creation workshops, we give your team members a chance to participate in developing this program destined to improve the overall customer experience.
In addition, our co-creation workshops use the concept of “doing” instead of “telling.” By integrating your teams into the strategy development process, we eliminate the need for change management and focus on skills transfer to your teams.
What you get
At Maïeutyk, our services are personalized to your reality. Following the diagnostic stage, we adapt this program to your specific needs. That being said, here are the typical deliverables of this program:
- Diagnosis of the current situation (meeting, interviews, and research), development and delivery of the final report ;
- Development or update of the persona and the customer journey ;
- Customer satisfaction survey to determine quantitative baseline statistics ;
- Workshop to determine the company’s priorities for improving the customer experience ;
- Action plan and implementation support.
A voice of customer program is an action-oriented tool allowing you to improve the customer experience and stand out in a crowded market.
It is an important tool for developing the alignment of your brand, customer and employee experiences (BX, CX, and EX).
