Voice of Customer
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What is Customer Engagement? [From Market Research Experts]
Posted at: 10/27/2023 12:30 PM
Customer engagement is the ongoing interaction and relationship-building between a business and its customers, characterized by personalized communication, exceptional service, and efforts to provide value beyond transactions. Brands that place importance on the shopping experience of their customers will almost always see high levels of customer engagement. In this blog post, our market research company dives into what customer engagement is, how to measure it, and the importance of improvi
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53 Must-Have Voice of Customer (VoC) Questions
Posted at: 5/25/2023 12:30 PM
Your Voice of Customer (VoC) market research program and outcomes are only as good as the instrument and questions you ask in your survey. Wouldn't we all love to ask our customers 100 questions? Unfortunately, they do not have the time, and most aren't willing to spend more than about 3 to 5 minutes answering a survey. Therefore, it is crucial to make sure the 15 questions you choose to ask are the right ones. The VoC questions you choose depend on a number of factors: Your line of busin
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Customer Acquisition Strategies for Financial Institutions
Posted at: 1/12/2023 1:30 PM
It’s likely you’ve been tasked with growing the number of customers or members at your financial institution. It is no easy task and developing customer acquisition strategies comes with a lot of barriers. But understanding more about the formula to acquire new members or customers in your market will help you develop unique strategies to attack the market and grow your customer base. Challenges of Acquiring New Banking Customers The total market for potential banking customers is capped
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Improving Customer Service: Tips for Winning Big with Customers
Posted at: 12/8/2022 1:30 PM
It should go without saying, but if your business doesn't have excellent customer service, your business won't be open for long. Okay, maybe that's a little dramatic. But it's kind of true. Why? Because customer service is the foundation of your company. If you're not prioritizing improving customer service, then your retention rates will also suffer. And with repeat customers reportedly spending an average of 67% more than new customers, you're leaving a lot of money on the table. What's
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How to Drive Business Innovation with Customer Data
Posted at: 11/23/2022 1:30 PM
While we all dream about identifying the next big idea. A product, service, or solution that solves people's challenges and makes us the next Steve Jobs. However, this type of innovation rarely happens in a vacuum, but instead requires a cultural and financial commitment, patience, and dedication. The most straightforward pathway to successfully leveraging innovation to drive revenue involves utilizing the voice of customer data to navigate the process. There is no need to guess where the o
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How to Conduct a Logistics Company Customer Survey
Posted at: 7/26/2022 12:30 PM
Recently, a logistics and transportation company partnered with Drive Research to conduct an annual customer survey. For information on the 2021 iteration, click here. When it comes to Voice of Customer (VoC) research, we’re all about the process. The steps of a transportation VoC study include: Quote/proposal Kickoff meeting to discuss the goals and objectives Designing the VoC study Executing fieldwork Analyzing and reporting on the results While those are the steps of a continuous custo
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5 Ways to Attract More Repeat Customers to Your Organization
Posted at: 6/14/2022 12:30 PM
What feels better than attracting new businesses? Turning those people into brand loyalists and repeat customers for life. It's better for business too. According to SEMrush, the probability of selling to an existing customer is between 60% and 70%. And the probability of selling to a new customer is only between 5% to 20%. Despite these figures, 44% of businesses focus on customer acquisition, while only 18% focus on customer retention. There are several customer retention strategies orga
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Customer Motivation Surveys: Benefits, Process, and Sample Questions
Posted at: 5/18/2022 12:30 PM
Are you wondering what moves a customer from the initial awareness stages to becoming a life-long customer? Well, like most business questions and objectives - there’s a market research study that can answer this quorum. Customer motivation surveys are used by businesses to understand what motivates shoppers to move from awareness to interest to ultimately making a purchase. Knowing what motivates customers also helps set businesses up for success with customer satisfaction and loyalty. For
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How to Conduct a Transportation Company VoC Survey
Posted at: 6/24/2021 12:30 PM
According to Linchpin, altering customer expectations is one of the biggest challenges the transportation industry will have to overcome in 2021. Keeping this challenge top of mind, many are conducting a transportation company Voice of Customer (VoC) survey to offer exceptional value to their passengers. With 75% of Americans planning to travel in the next six months, there is perhaps a no better time to measure areas of satisfaction and opportunity within transportation services. Continue re
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How to Conduct a Voice of Customer (VoC) Survey as a Manufacturing Company
Posted at: 6/17/2021 12:30 PM
Conducting a Voice of Customer (VoC) research as a manufacturing company is a great initiative. The results from a VoC survey help organizations to increase customer satisfaction and retention. Just because customers are not vocal with their complaints does not mean they don’t have any. For context, only 1 out of 26 customers are likely to share their complaints with businesses (CXM). What happens with the other 25? They simply take their business to a competitor without fair warning. As a re
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![BLOG: How to Conduct Customer Orientation Surveys [+ Example Survey Questions]](/media/3784/customer-orientation-surveys.png)
How to Conduct Customer Orientation Surveys [+ Example Survey Questions]
Posted at: 3/30/2021 5:35 PM
Tired of making assumptions about who your target customer is? Customer orientation surveys are the answer. Below is an overview of the definition of a customer orientation survey, the benefits of this type of market research, the process of conducting a survey with a third-party, and example customer orientation survey questions. Definition of a Customer Orientation Survey A customer orientation survey identifies the target audience that is most likely to purchase a product or service. T
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The What, How, and Why of Voice of Customer (VoC) Market Research
Posted at: 10/27/2020 1:25 PM
Voice of Customer (VoC) is a formal market research process structured to ask questions, collect feedback, tabulate results, and take action based on customer data. The program is designed to learn more from customers including their profile, their needs, their wants, and drivers to loyalty. Ultimately, VoC is a form of market research designed to better connect with customers. In this blog post, our market research company will share the what, how, and why of voice of customer research. Plus,