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Voice of the Customer

Connect customer feedback to operational decision making with listening post, Qualtrics implementation, close loop design, and CX measurement strategies.

Customize your strategy and implementation to meet your specific enterprise goals. Combine with CX training and change management service to increase organizational competencies and ensure stickiness.

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Four Core Voice of the Customer Consulting Services

Listening Strategies

Deliver best-in-class insights with integrated business, unstructured, and conversational data ​

  • Uncover customer perceptions, operational wins and pain points
  • Optimize current systems, processes, and reporting​
  • Benchmark and track against industry best practices​

Qualtrics Strategy & Implementation

Get scalable advisory and technical support for strategic Qualtrics implementations

  • Qualtrics training, project management, & ongoing support​
  • Strategic quarterly program reviews and recommendations​
  • Predictive modeling and sentiment analysis​
  • Cross-functional data value chains​
  • Action plans​

CX Measurements & Value Chains

Find the emotions you need for the customer behaviors you want

  • Identify the emotions of your customer relationships and interactions
  • Isolate the emotions impacting key performance indicators
  • Incorporate your Emotional North Star into listening strategies
  • Build out operational and financial chain of values to quantify the ROI of your customer experience

Closed Loop Designs

Take action on customer feedback listening strategies

  • Assess current customer feedback process
  • Develop protocols for each listening post, including ticketing system alerts​
  • Refine measurement strategy with key insights

More resources for you.

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Building Customer Experience Capabilities in Manufacturing

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A Study on How the World Makes B2B Supplier Contract Decisions