Skip to content

What is Voice of the Customer?

Voice of the Customer is the use of customer feedback to:

  1. Identify and resolve specific customer issues with the intention of retaining customers,
  2. Find common complaints and address underlying issues to prevent dissatisfaction,
  3. Identify unrecognised customer needs to build ideas to transform and disrupt.

How can I help?

Ways of working

To use the Voice of the Customer well, it must be part of how your organisation works. From education to process building. I can help you reap the rewards of listening to your customers.

VoC Audit

If VoC isn’t delivering the results you need, I can assess your ways of working and identify improvements so you get the benefits you deserve.

Technology selection

Many businesses feel their VoC platform lets them down. Don’t join them. I can help you communicate your requirements and find the best platform for you.

Technology implementation

Don’t just switch on your VoC platform and hope for the best. Integrate it into your gather, analyse, share, act process. Change will happen and benefits will flow.

Want To Learn More About VoC first?

Customer Experience Workshops

Perhaps you want to learn more about the Voice of the Customer before going further? No worries. In addition to a free consultation and designing your programme to meet your needs, I offer workshops.

These half, full-day and two-day group activities combine learning, discussion and action to give you a flavour of VoC as well as walking away with value for your organisation.

What clients and colleagues say

Need a CX leader with Voice of the Customer platform expertise? Michelle is who you need!

I was preparing to make a recommendation to a client to improve their customer experience measurement and how they react to customer feedback but my knowledge wasn’t up to date when it came to VOC platforms

Michelle joined out team meeting and guided us through to a shortlist within an hour. She also shared useful deployment considerations and tips.

Thanks Michelle!

Carolyn Delahanty, CX Consultant and Vulnerable Customer Expert

Working with Michelle is always a delight. she concentrates on clear interpretation of CX and explores the context and dynamics rather than just the results. She unpicks data, statistics and comments, giving it understanding, which makes it incredibly valuable to any organisation.

Mark Gilman, Professor of Economics
University of Derby

Thanks so much Michelle for all of your work pulling together the Enscite Customer Feedback report, it was a big ask with such short notice. We are so pleased with the final report, and all of the work you did in engaging with our customers to get their feedback . The workshop you did with us around improving our customer journey was invaluable and the output of this is something we are able to share with our customer facing teams at the University to help us better support the businesses we work with. Thanks again, and I hope we are able to work together again in the future.

Julia Roberts, Business Development Manager, Enscite and Help to Grow
University of Derby

We have a small Team at Team Defence Information and we really appreciated Michelle’s experience and guidance.

Phil Williams, Managing Director
Team Defence Information

Visit my case studies page for real-life examples.

Tired of Reading? Let’s talk about you

You have heard a lot about me. But you visited my site to learn about Customer Experience. Why is that?

Maybe you feel something is a little off with your customers. Or have heard how intentional Customer Experience Management benefits so many businesses.

Schedule a free consultation (30 minutes). There’s no obligation and you will end the call with at least one idea to change how you manage CX.

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.

Here are six reasons to work with me…

  • Your business is special, your needs are unique. Don't settle for 'off the peg'.
    • My approach is always fresh; I am always learning, with a constant eye on the latest developments as well as taking lessons from every job. I understand that you will rely on me to help you delight your customers and grow sustainably.
  • You know change is inevitable, but don't know where to start or how to bring your team with you.
    • With a wide and varied career history, I know how to plan change and make it stick. I understand people, the way they work, how they respond to change and what gets them up in the morning.
  • The success of your business lets you live your dreams. You want it to be around for a long time.
    • I'll never forget why you are in business. Whether you are refocusing your business or fixing a broken product, I will help you build a solid business case. Then together we will deliver a project to give you a return on your investment.
  • You are not sure what kind of help you want - advice, guidance or hands-on.
    • I can lead the charge, embedding your new ways of working. But only if that is what you need. You may prefer doing things for yourself, leaning on me for a friendly ear and advice.
  • I recognise where you are on your CX journey and build solutions for you.
    • We'll start with the tools to improve your customer experience and engage your team. Then, as you feel more comfortable, we can think about strategy.
  • It's not just me!
    • For larger engagements and areas outside my expertise, I bring in trusted partners. You get a team using their skills to delight you and your customers.

Schedule your free consultation and learn how to harness the power of CXM to grow your business

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

  • See a path to product, service and touchpoint improvements
  • Feel confident you and your team can continuously improve your customer experience
  • Be keen to get ahead of your competitors by delighting your customers

Copyright © 2014 – 2024 – Delta Swan Limited – All rights reserved

Back To Top