Voice of the Customer

Capturing customers sentiment and feedback to drive better experiences with products, services, and brands

Using Customer Feedback

to Improve Experiences

Listening to the Voice of your Customers (VoC) is a vital step to Customer Satisfaction. Any company striving to build a loyal customer base and deliver value must make appropriate use of VoC. It is all about capturing customers’ sentiments and feedback, use it to solve their challenges, prioritize improvements and satisfy clients by driving better experiences with regards to Brands, Products, and Services.
Andrew Reise understands the importance of VoC. By working with your organization, we can assess the current state and needs in order to formulate a VoC vision that accurately captures your needs. We can help you develop efficient methods of feedback collection and analysis, as well as develop strategies and frameworks that close the loop responding to customers’ feedback by developing products and services that prove that their feedback has been heard and acted upon.

VoC Services

Current State Assessment

Assess the current state of the organization and formulate the VoC vision.

VoC Analysis

Conduct workshops in addition to internal assessments in order to produce a comprehensive understanding of current state VOC capabilities, gaps and opportunities, and associated requirements gathering.

Omni Channel Strategy Development

Identification of New Channels for Feedback Collection. Omni-Channel Strategy & Framework. VOC Strategy Documentation. Alignment of Existing Adjacent and Complementary Solutions.

VoC Design and Development

Produce future state designs for key components of the VOC solution. Feedback collection points across channels and information domain areas will be designed and prototyped

Enterprise Feedback

Create and/or modify listening posts including surveys, comment cards, etc.

VoC Training

Train and transition the new VoC system back to the organization for minimal disruption.

Voice of Customer


VoC insights to help you understand VoC capabilities and opportunities. 

Browse Insights
If your online customer service doesn’t meet their expectations, 75 percent will try another channel, costing you an average of $22 million annually in escalation and other costs. That’s one sobering finding from Embrace Continuous Improvement To Power Customer Service Operations, a Forrester Research report
These two companies demonstrate vastly different awareness of the customer’s ‘stay safe’ lens. In one case they took things very seriously and made every effort to ensure the business ran smoothly while attending to the concerns of customer health and safety. And the other example,

Voice of Customer


VoC insights to help you understand VoC capabilities and opportunities.

VoC Case Studies

Andrew Reise assisted a large BCBS health plan to develop an enterprise wide VoC program and evaluate technology providers to support their business needs. The project effort focused on evaluating current VoC capabilities and defining business requirements to assess technology vendors. These were used to gain cross functional alignment and develop the ideal future state. An RFP was conducted to assess and score several enterprise VoC vendors. This project provide our client with a VoC program roadmap, an enterprise VoC technology platform best suited to meet the business needs and allowed them to rationalize their existing vendors to reduce costs.

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Andrew Reise Consulting assisted a large U.S. wireless telecommunications provider to reshape a critical area of their customer experience. The program focused on the organization’s need to provide technical support in a manner which scaled to the exponentially increasing customer demand.

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Retail Staffing Optimization Workforce Planning Improves Customer Experience Executive Summary Andrew Reise assisted a large financial services company create and deliver a workforce planning solution across more than 6,000 offices. The scope of the program included design, development, and implementation of a solution which enabled
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