Expertise

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

Insights

VoC insights to help you understand VoC capabilities and opportunities. 

Browse Insights
Babies. Jobs. Houses. Spouses. These are just a few examples of major events in people’s lives. They are the standard by which customer experience and marketing professionals must now drive experience design. Why? Life events are driven by emotion and are significant opportunities for companies
Journey Analytics is an upcoming trend of opportunity for CX Professionals to gain valuable insights into the customer experience. It’s a practical approach to identify opportunities and justify with firm ROI. In fact, some recent examples we have seen with clients, Journey Analytics are the

VoC Case Studies

Customer Technical Support Strategic Implementation Customer Experience tools turn challenges into opportunity Our client, an exec with a large telecommunications provider, asked us for help. We completed an evaluation and discovered a perfect storm. Growth due to new technology plus new products from many different
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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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Customer Experience Strategy Health Insurance from the Outside In Through our Customer Experience Strategy Development Framework, we determined the most critical interactions, or “Moments of Truth,” customers have with their health insurance carrier. This new way of thinking informed us on how health plans fit
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