If a customer enjoys their experience with you, they’re likely to return. But how do you ensure that each customer gets an experience they’re expecting and will enjoy? Getting the customer experience right across increasingly complex journeys is difficult and often brands are left unsure what improvements to make and what developments to prioritise.
A multi-touchpoint Voice of the Customer program measuring customer experiences in the moments that matter. Real-time data collection coupled with advisory insight provides areas for improvement based on clear ROI.
When you quantify feedback, you can do what’s right for the customer and what’s good for your business.
Our Voice of the Customer progams are designed around your business needs so you can listen, interpret and delight customers. We will take feedback from a range of sources – including social media – and get to grips with what your customers have to say. From real-time dashboards to data interrogation and focused insight, take your Voice of the Customer results and share them around your business to tell a story and bring the customer journey to life.
It’s the only way to drive change and ensure a better all-round customer experience.
Our award-winning Voice of the Customer programs can flex and adapt to meet a range of varying business needs no matter what industry you operate in
- Understand what good looks like with our leading digital retail studies
- Understand drivers behind basket abandonment and how to improve
- Share results around the business and make your Voice of the Customer programme a way of working
- Capture feedback in the moments that matter and understand the multichannel experience
- Drive consistent and seamless experiences across a growing range of touch points
- Stay on top of social media buzz and share emerging trends to capitalise before your competitors
- Compare your performance with key competitors and the best in the industry with our regular benchmark study
- Monitor experiences across the entire journey – from booking to arriving back at home
- Drive a seamless experience across a growing range of channels
- Capture feedback in over 100 languages and see how your performance compares across countries
- Embed your Voice of the Customer programme across all areas of the business – from frontline staff to head office decision makers
- Monitor your social media presence and spot emerging issues before they escalate
- Acquire new customers by creating great experiences your customers will shout about
- Identify under-performing moments across your customer journey – and develop business improvement plans to put things right
- Ensure your business and people meet stringent industry regulations and take immediate action when they don’t
- Turn great experiences into a new Way of Working by embedding your Voice of the Customer programme across the whole business
- Drive a seamless experience across all channels – from in-branch to mobile
- Make smarter business decisions and invest based on priorities by quantifying feedback
- Grow your customer base by creating great experiences people will shout about
- Capture feedback in the moments that matter to really understand how you perform across complex customer journey’s
- Turn detractors into promoters by intelligently identifying unhappy customers and actively step in to resolve issues
- Share results effectively around your business to embed the Voice of the Customer
- Make great experiences a Way of Working by empowering employees to take informed action based on feedback
- Monitor the Voice of the Social Customer and act on emerging trends to become the best service provider
- Attract new users by creating a customer experience that gets people talking
- Map sometimes complex customer journey and identify key moments to focus improvements
- Turn feedback into action by getting results into the right hands at the right time
- Cut site issues and resolve problems faster with intelligent technology that identifies the issue and alerts the right person to fix
- Reduce churn by identifying unhappy customers and managing their experience
- Ensure your new customer experience is as seamless as it can be
We’ve got the right Voice of the Customer solution for you – whether you’re a busy executive wanting the tools to empower your staff or a researcher who’d like to gather better insight faster.
Create a customer-centric culture by monitoring experiences across the customer journey and discover where and how to invest to see the greatest return
Turn feedback into business change by measuring the things that matter with a Maru/edr Voice of the Customer programme
Use real-time Voice of the Customer feedback to monitor, coach and train your workforce and improve the customer experience
Take advantage of industry expertise and the world’s first digital semiotics tool to really understand your customers and put their feedback into context
The leaders in Voice of the Customer technology
Technology to empower your staff
We never stand still. Our continuous investment in new technology means that we are at the cutting-edge of insight and feedback – we’re pioneering new methodologies and analysis tools.
Bring together the right technology needed to create a Voice of the Customer program that delivers for the whole business.
Analysis and Reporting
Empower business decisions through customer insight
Focus on action
We’re not just focused on measurement. We’re focused on outcomes.
Our insight team are fully trained across a range of research methodologies. They can be as hands on as you need and involved in survey design, employee engagement and insight and reporting.
Schedule a demo
Understand what benefits a Voice of the Customer progame would bring to your business with a briefing from one of our experts