Voice of Customer
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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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Voice of Customer (VoC) Research for Manufacturers
Posted at: 9/9/2020 2:30 PM
But first...what is VoC? Voice of customer (VoC) is the process of better understanding needs and wants of customers. It can be both qualitative and quantitative. Qualitative is typically the first step before any kind of measurement data is collected through quantitative research. VoC research for is critical in the manufacturing industry because much like many industries, understanding the needs of customers drives both product-level and service-level improvements within your company. Voic
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4 Excellent Strategies for Improving Customer Retention in 2020
Posted at: 6/12/2020 12:30 PM
Year after year, improving customer retention is consistently a common goal is businesses across the country. Why? It takes more money to acquire a new customer than it does to keep the same audience coming back for more. No, really…it does. It is more fiscally responsible and smart for organizations to focus their efforts on improving customer satisfaction than it is to beef up new customer acquisition strategies. To help get the ball rolling, our Voice of Customer (VoC) research firm will p
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Using Customer Data to Inform Business Decisions Post-Coronavirus
Posted at: 5/25/2020 12:30 PM
It seems we hear statements like these get thrown around all day, every day... “New normal...” “We’re all in this together...” “We’re standing by…” “We’re here to help…” “During these uncertain times…” It had me thinking. Are consumers tired of receiving these same types of messages? There has to be a better way to proactively and actually help customers rather than just saying “we’re here if you need us.” What is it that customers really want during a time of crisis? Typically, cust
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How to Create Buyer Personas for a Website
Posted at: 4/18/2020 12:30 PM
The key to unlocking the potential of your website and converting visitors is by understanding their profiles, motivations, and behaviors. In the world of Google Analytics, you are likely sitting on hundreds of thousands of data points to help explain behavior on your site: bounce rates, conversion rates, etc. While Google Analytics does a great job of answering the what of your website visitors, it lacks the ability to tell you why. This is where custom-built buyer personas can fill gaps.
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Adapting Your Bank or Credit Union Strategy to the New Normal | COVID-19
Posted at: 4/7/2020 12:30 PM
To say the COVID-19 or coronavirus crisis has been a disruption to the economy would be a major understatement. All businesses have been affected by this with banks and credit unions being no different. Although the impact on both the health system and economy can make everyone think conservatively, the best businesses will use this time to better understand customers, make short-term and long-term institutional changes, and demonstrate your organization is thought leader in the industry by.
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Customer Attrition Surveys: 4 Options to Examine Customer Churn
Posted at: 3/27/2020 12:30 PM
No company likes to mention it. No company wants to talk about it. Unfortunately, no matter how good your product or service is, customer attrition is inevitable. Customers leave for a variety of reasons. Some of which are in your control while others may not be in your control to fix. For example, if you are a barbershop and your customer leaves because he moves half-way across the country to Texas, there is not much you can do. It would be unrealistic to think there is any type of marketing o
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3 Voice of Customer (VoC) Questions You Need to be Asking | Market Research Video
Posted at: 7/16/2019 6:45 PM
Your business has decided to run a Voice of Customer (VoC) program. Your organization as next decided to create an online survey for your VoC program. To best reach your customers and non-customers, your organization feels it is most beneficial to include the link to the online survey in an email. You hit send on the email and it is received by your entire contact list. This may include customers, potential customers, and the general public. Online survey responses start flooding in. However, a
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Customer Satisfaction Surveys for Banks and Credit Unions | 3 Key Findings
Posted at: 4/15/2019 5:55 PM
As a market research company in NY, Drive Research works with a variety of industries to become more successful by extracting insights from surveys to accelerate business strategy. A great type of market research methodology used to uncover these findings are customer satisfaction surveys. Perhaps the most-well known type of marketing research survey, customer satisfaction surveys are a formal way of simply asking consumers for feedback. Often times, general audience feedback can lead to surpri
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Voice of Customer | Gain Valuable Data with Consumer Feedback
Posted at: 4/11/2019 3:36 PM
Consumers are more demanding than ever. To best meet customer expectations, organizations are increasingly investing in Voice of Customer (VoC) services to find the answers to key business questions. Why do your customers need you? What can you help your customers with? What are your customers interests? Your customers are who can provide the best insight to these questions. Don’t rest on your laurels or assume you already have all the answers. VoC is the first step in initiating company-wide
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How to Run a Member Survey at Your Credit Union
Posted at: 1/3/2019 8:58 PM
An organized process for a member survey encourages organized outcomes and organized action items. Although a member survey might seem like an easy initiative to launch, it is too easy to fall in any number of traps along the way if you are designing the program in-house. These potential traps include biasing the questions asked to members, wording questions incorrectly, not asking the right questions, asking questions where nothing can be done with the data, asking too many questions, and many