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Product Description
VOICE OF THE CUSTOMER CASHMAP
In Voice Of the Customer (VOC) Cashmap, we share with you the step-by-step process for implementing a VOC program, methods for listening to your customer base, and a documentation and management strategy that assures that the input from your customers is effectively implemented within your products and services.
Included in this package:
Voice of the Customer Strategy Cashmap (1)
In Voice Of the Customer (VOC) Cashmap, we share with you the step-by-step process for implementing a VOC program, methods for listening to your customer base, and a documentation and management strategy that assures that the input from your customers is effectively implemented within your products and services.
Implement VOC Program Strategy (1.2)
In this Action Cashmap, you will determine your Voice of the Customer objectives, decide if you need to hire someone to take care of VOC management, and document and implement your VOC program strategy.
Manage Customer Integration Points (1.3)
Defining and managing your Customer Integration Points is very important to implementing your VOC strategy, and this Action Cashmap will show you how to do just that. Identify where your organization interfaces with a customer by defining your business process, then learn how to decide if your integration point interface needs to be redesigned.
Centralize Customer Support Operations (1.4)
In this Action Cashmap, you will learn how to set up support desk technology and maintain your knowledge base for the best customer support experience possible. Consider offering live support and what that will entail, as well as keeping your support tickets organized and your knowledge base updated.
Execute Reputation Monitoring (1.5)
Monitoring your reputation is an important part of maintaining your relationship with customers, and this Action Cashmap will walk you through what options and services are available, and how to deal with both positive and negative statements.
Conduct Competitive Benchmarking (1.6)
Conduct competitive benchmarking and define your industry, niche, and target market with this Action Cashmap. It is also important to know your competition and how they rate compared to your own business, and this map will you how to use this information to calculate your benchmarking scores and improve your business.
Conduct Customer Surveys (1.7)
Find out what your customers have to say with this Action Cashmap. Define your survey goals, create your survey, and collect and analyze the results for a comprehensive understanding of your customers.
Collect & Leverage Testimonials (1.8)
This Action Cashmap will help you develop a testimonial strategy and then implement it. Collecting testimonials is important for your business reputation, and this map will show you the best way to leverage them.
Setup Focus Group (1.9)
Focus groups are a great way to collect important information for improving your business. Use this Action Cashmap to help you identify your focus group objective, set up a focus group, identify participants, and more.
Document & Manage VOC (1.10)
Your VOC needs to be documented and managed, and this Action Cashmap will show you how to do just that. You will learn how to log the information to keep all affected parties informed.
Measure & Track Customer Satisfaction (1.11)
This Action Cashmap will show you how to use the Customer Integration Points that you identified in Action Cashmap 1.3 to measure and track your customer satisfaction, then use that information to improve your business.
VOC-Driven Product Development (1.12)
Use your VOC log that you've created and create a list of requirements to use when designing your product. Use this Action Cashmap to help you create a complete VOC-driven product.
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