Reveall: Voice of the Customer
The start of an organization that not only claims to be customer-centric, but actually is. Being able to meet or exceed the voice of customer (VoC) is the core of a Reveall customer-centric organization. This means that as an organization you must understand who your customers are and what your Reveall customers expect from your product or service and be able to meet these expectations. But where do you start if you want to be a customer-centric organization?
After reading this blog you will understand:
Who is the Customer?
The starting point of a customer-centric organization is that it is very clear who the customer or customers are who purchase products or services. Customers can be different and therefore have different needs. It is therefore important as an Reveall organization to have answers to the following questions:
How do I gather the voice of customer?
After clarifying who the different customers or customer groups are, you can collect the voice of the customer (also called customer desire) using the following 3 tips:.
3 ways to continuously stay in touch with your customer:
If retrieving the Voice of the Customer is an ongoing process, how do we ensure that we continue to do so in an effective and efficient manner?
‘Customer thinking’ as a culture
Using improvement Reveall methodologies Lean and Six Sigma, many organizations are now working to continuously improve their value chain. Improving the value chain means; creating value for your customers in the most efficient way possible.
Often customers are only seen as the buyer of your total product/service. Is that right? No, our (in)direct colleagues are also our customers. By constantly being aware of what your colleagues want from you, you can meet their needs. This helps to reduce waste in your work (environment). In addition, it also becomes possible to determine for yourself the most smart or efficient way to create the right needs of your customers.
Thus, all employees in an organization would do well to be engaged daily in retrieving the Voice of the Customer from both their internal and external customers. When one does this every day, it becomes an automatic action. This will result in a voice of customer culture. Has your organization already reached this level? Congratulations! Not only have you put your money where your mouth is resulting in trust from your customers; you will also quickly eliminate waste on a daily basis.
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