Customer Experience – CX

Voice of the customer

The Voice of the Customer is a practical approach to optimizing the customer experience.

Integrating a voice of the customer program increases the chances of having satisfied customers because you are constantly adapting your offering to their needs and expectations. As such, implementing this type of program will improve your overall customer experience.

Maïeutyk - La voix du client - The Voice of Customer

What is The Voice of the Customer?

The Voice of the Customer (VOC) is a continuous improvement process that builds relationships between your teams and your customers. This process generates a series of tangible actions designed to improve customer satisfaction.

This program is a dynamic mechanism used to validate a company’s ability to provide value-added services to internal or external customers and, ultimately, to differentiate itself from the competition.

At Maïeutyk, we adapted this methodology from its origins in Lean Six Sigma (LSS) and applied it to marketing. This continuous improvement method aims to increase organizational performance, specifically improving customer experience.

Why Define 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 since it provides quantitative data that supports effective decision-making. From a continuous improvement perspective, your value add is defined by your ability to meet the needs and expectations of your customers. 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.

The Deliverables

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).