B2B Voice of Customer Research
Gather & understand customer feedback, allowing you to improve across all aspects of your business.
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What is Voice of Customer Research?
Voice of customer (VoC) research, as the name suggests, gives your customers a voice, using data and analysis to capture customer opinions, expectations and pain points. Understanding this is key if you’re looking to align your organisation’s strategies and operating model with what customers truly value.
To achieve this, we collect data in three distinct ways:
Direct feedback – This includes surveys, interviews, focus groups and customer feedback forms.
Indirect feedback – This includes online reviews, social media mentions and customer support interactions.
Observed behaviour – This includes website analytics, clickstream data and purchasing patterns.
We use over three decades of experience to collate this data into a singular customer voice, providing you with unique insights into what your markets really value.
The Benefits of Our Voice of Customer Research
We’re trusted experts, drawing on over 300 years of collective experience.
Get a New Perspective
It’s almost impossible to conduct impartial market research using your own employees, particularly those close to the subjects or lacking research skills. By outsourcing your VoC research to us, you can guarantee that all findings are objective, unclouded by any pre-existing biases.
Truly Understand Your Markets
We get under the skin of your customers, understanding exactly what makes key decision makers tick. We’ll create a vivid picture of your customers, using our unique telemarketing skills to glean unmatched insights.
Increase Revenue
By better understanding your customers/clients, you’re able to proactively provide a better product and service, understanding areas of improvement, enhancing customer satisfaction, improving service delivery and leading to higher lifetime value overall.
Make Better Decisions
All business decisions should be backed by thorough, clear and unbiased market research. Our unique position in the market allows us to provide exactly this, quickly and efficiently delivering what you need to grow.
How VoC Research Works
Once data has been collected via direct, indirect and observed behaviour studies, we’ll take the time to perform in-depth data analysis. Our objective is to produce a report that details trends, sentiments and actionable insights your sales and marketing teams can use to improve your inbound process.
Sentiment Analysis
Using our market research experience, we’ll aggregate general market sentiment, gauging whether feedback is positive, negative or neutral.
This provides unique insights into how you should be communicating with the market, both in your outbound and inbound comms.
Trend Identification
Recurring themes are incredibly important to identify and understand – why are they so important to your prospects, and how can you capitalise on these trends?
Understanding themes and why they persist allows you to improve many aspects of your business, including your sales process, operational delivery, service model and more.
Prioritisation
Finally, we’ll prioritise insights by importance, providing a focus list of business improvements for your teams that helps them focus their ongoing efforts.
Our Actionable Insights
All of the above is pointless if our deliverables aren’t actionable.
To make things easier for you, we turn raw data and VoC results into actionable insights for your team, mapping out specific goals that help your team to:
– Address common complaints in your sales or service delivery model
– Enhance features that customers value the most
– Optimise the customer journey to remove friction
VoC research is an ongoing process – your audience is constantly shifting; it’s essential that you keep up with changing tides.
Not sure how to proceed? Get in touch with our friendly team today for a no-obligation chat about your voice of customer research options.
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