Voice of the Customer

Example of a Major Oak Customer Experience Map

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Many organizations would like to get closer to their customers and better understand customer needs and expectations.  Clients have asked us to help them answer questions such as:

• Why are our customers leaving?
• How do customers feel about our products and services?
• Is customer service truly serving the customer?
• What is driving refunds and how can the frequency of them be reduced?
• How do we rate compared to the competition?

To help clients find answers to these questions, Major Oak goes right to the source – the customer.  We use tools and techniques like customer focus groups, satisfaction surveys and customer interviews to gather direct feedback.  Based on the information collected, we create a Customer Experience Map that visually depicts the customer’s perspective.  Things like touch-points between the customer and company, external messages the customer  hears that might influence their buying decisions and interactions with competitors are all detailed in the Customer Experience Map.  We analyze the Customer Experience Map to identify opportunities for improvement and develop recommendations for new processes and customer interactions that focus on what is most important to the customer.

In addition to bringing the voice of the customer to life for our clients, we also assist clients to improve their contact center operations by utilizing our contact center experts, process optimization and performance measurement tools.   We identify the optimal contact center metrics and set targets based on industry best practices in critical contact center areas such as call scripting, demand forecasting and resource scheduling.

It’s amazing how much you can learn by listening to your clients.  The key to success is not to just ask customers what they want, but to respond to their feedback and exceed their expectations.  Major Oak is the right partner to gather the voice of the customer and help you deliver the products and services your customers want.