Guest post by Brooke Cade.
Monitoring customer feedback is more important than ever. In the past, word of mouth was fleeting and temporary. Now, with the Internet, it’s easy for a single review to severely damage or ruin a company’s reputation. Negative reviews can tank a product, or even a whole product line, leaving businesses struggling to move inventory. With the permanence and ubiquity of online content, a single person’s comments can inform millions.
There’s an upside, though. It has never been easier to understand and respond to customer needs. Data on what customers really want is easier to collect than ever, and products can be entirely designed around the desires of intended consumers. That’s why Voice of the Customer (VoC) programs are so valuable, and every business that has the infrastructure to do so should implement one. Here are three reasons why.
1) Companies Compete With Customer Experience
In the age of Amazon reviews, customers are more educated than ever about products and services businesses offer, and access to alternatives is only a click away. Many businesses have come to grips with this reality, and the vast majority of companies believe that competition is now waged primarily on the battlefield of customer experience.