Voice of the Customer

VOC - Voice of the Customer - is a very important aspect of any firm's growth and development

. You must listen to your clients to see where your company's strengths and weaknesses lie, and where and how you can improve. Given the huge number of website businesses out there, you need to do things to set yours apart from the others, and do things to continually improve it. These days, you can't be static in the business world; you have to always be growing and improving."

The Voice of the Customer Cashmap package gives you guidance in setting up a means for customers to give you feedback on every aspect of your website: how it looks, how good your products/services are, what your pricing is like, what your policies are like, and how good you are at customer service (to name only a few).

Depending on your website, you might just set up a feedback form that people can fill out, or give them an email address to write to. If you want to go really high-tech, you can implement a system that lets them record an audio message, or even a video. These last two have their pluses and minuses. Some people are a little put off or hesitant to record their voice and image - they like the anonymity of email. While other people will be impressed at how high-tech your website it. You can also set up a system that will allow people to have a live online chat with you or a member of your staff.

A proactive means of improving your website is by conducting customer surveys. The Cashmap package can guide you in doing all of these "voice of the customer" programs. Once you have feedback from your clients, you'll want to organize, manage and document it, and then look to means of implementing the positive suggestions from them. With the Voice of the Customer Cashmap package, you can do all of these things.

Voice of the Customer

By: Mason Pruitt

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