Listening to the voice of the customer

Listening in real time to the Voice of the Customer provides invaluable information on how customers perceive the products and services they receive. The company identifies strengths and areas for improvement, deepens its persona and responds more precisely to customer needs and expectations. This continuous improvement process is crucial to staying competitive and in tune with the market.

Proactively listening to customers helps to detect sources of dissatisfaction in real time, whether recurring or one-off complaints, or emerging disputes, so that we can intervene proactively. Fast, appropriate handling of complaints enables us to provide solutions, defuse any bad buzz, and even turn dissatisfied customers into ambassadors.

Identifying and dealing with sources of dissatisfaction, taking into account customer feedback and customer opinions to improve products, but above all the fact that the customer feels listened to, considered and valued helps to create a bond of trust and increase satisfaction and commitment with the brand.

Soliciting the Voice of the customer enables feedback to be channeled, especially if it is negative. In this way, the company can deal with any signs of dissatisfaction in real time, turning a dissatisfied customer into one who is positively surprised by the response. The publication of ‘ customer advice is better managed, the company’s online reputation more attractive.

A dissatisfied customer can be taken care of if his dissatisfaction is detected in his feedback, which wouldn’t be the case if he couldn’t express the reasons for his dissatisfaction. Listening to voice of the customer makes it possible to catch up with customers by providing them with an answer.

Take into account the ethical and societal concerns expressed by customers, ensuring that the company’s practices are aligned with its customers’ values and current regulations.