With the recent failures of big financial institutions, consumers have been left wondering exactly who they can trust with their money. But to restore consumer confidence and improve customer relationships, companies must gain a better understanding of customers' needs, wants and concerns, according to a white paper by Allegiance and Endeavor Management.
The white paper, entitled 'The Top 10 Voice of the Customer (VOC) Best Practices', details what the companies consider to be the ten most practical ways to implement and build "voice of the customer" (VOC) customer feedback programmes.
The paper discusses the VOC programmes used by industry leaders including Amazon, Best Buy, and Ultradent, and makes recommendations including:
The complete white paper has been made available for free download from Allegiance's web site - click here (free registration required).
"Listening to and understanding the voice of the customer is crucial to restoring consumer trust in businesses and building customer loyalty, engagement and advocacy," concluded Bob Caruso, managing director for Endeavor Management. "Ultimately, it will be the companies that truly listen to their customers that will not only win customers' trust and business, but also set themselves apart from the competition."
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