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What is Voice of the Customer?

Voice of the Customer Workshop

Voice of the Customer is the activity of seeking, accepting and analysing customer feedback. You can use surveys, social media, chat, customer service calls, review sites and many other places to learn how your customers feel about customer experience.

For more about Voice of the Customer, visit my specialist section ‘What is the Voice of the Customer’.

What to expect from a voice of the customer workshop

When you listen to the voice of the customer, you see your business through your customer’s eyes. With this fresh perspective, you will improve poor experiences and protect the things your customers love.

Throughout the workshop, your team will think differently about your customers and commit to actions.

You will analyse feedback to find opportunities to improve your products, services and touchpoints. Of course, you will then plan actions to improve customer loyalty.

You end the workshop with an action plan to deliver the changes you choose. Most clients include actions to continue using the Voice of the Customer.

What you will get out of a voice of the customer workshop

Blending theory and practice with on the spot coaching the workshop is a masterclass in Voice of the Customer.

Typical benefits of a Voice of the Customer Workshop

  • Identification of customer pain points and opportunities to improve products, services and touchpoints.
  • Resolution of customer issues leading to customer retention and sustainable business growth.

During a planning session, you can select a half-day, full-day or two-day workshop. We also discuss your goals, who to invite and the duration of the workshop. Then, I design the best workshop for you and communicate with your team.

The workshop includes:

  • Building your team
  • Understanding customer perceptions
  • Improving customer experience
  • Repairing and reviving relationships
  • Planning your next steps

In our follow-up sessions, you can ask more questions and receive further coaching.

Check out my other services

If you haven’t found what you need here, my other services may help.

CX Workshops

CX Workshops

An introduction to the value of managing your customer experience.

Customer Experience Projects

CX Projects

Focused, one-off activities designed to boost customer experience.

Sustaining CX

Sustaining CX

Building tools, skills and processes to continuously improve Customer Experience.

Customer Experience Consulting

CX Consulting

Discussing CX and what it means for you, developing ideas and action plans.

My commitment to you

Whichever service you choose, my commitment to you is to understand and meet your needs. In other words, I practice what I preach.

See my commitment to you in full.

Schedule your free consultation and learn how you can keep up with rising customer expectations.

After our confidential, 30-minute consultation, you will…

  • See a path to using customer feedback to drive product, service and operational improvements
  • Feel confident you and your team can continuously improve
  • Be keen to get ahead of your competitors by using customer ideas to innovate
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