SODIC. Implementation of Voice of Customer Strategy for Enhanced Engagement

Context, Approach & Methodology

To kick off the project, we began by defining the concept of Voice of Customer (VOC) and its significance for SODIC. We emphasized the necessity of implementing a VOC strategy driven by intent, opportunity, and capability, aiming to use VOC to gather insights, boost customer engagement, and improve service delivery.

Defining VOC:

• What it is: VOC involves collecting and analyzing customer feedback to understand their needs, preferences, and experiences.
• Importance: VOC helps identify pain points, enhance customer satisfaction, and guide data-driven decision-making.

Highlighting the Benefits:
Key customer experience (CX) metrics were explored, and we selected three—NPS, CSAT, and CES—that were most relevant for SODIC, outlining their benefits and applications.

VOC Program Design:
A closed feedback loop approach was recommended, incorporating both inside-out and outside-in perspectives to ensure insight gathering.

Groundwork

We outlined the essential steps required for the successful implementation of a VOC program:

Ask:

• Customer Journey Analysis: Identified crucial points within the customer journey where feedback collection would be most effective.
• Question Design: Crafted questions aimed at eliciting meaningful and actionable feedback.

Collect:

• Data Collection Methods: Suggested optimal data collection methods and tools tailored to SODIC's specific requirements.
• Software Selection: Determined the best software solutions for efficient data collection and organization.

Analyze:

• Data Analysis: Developed methodologies for analyzing collected data to uncover actionable insights.

Strategize:

• Insight Generation: Formulated action plans based on the insights derived from data analysis.
• CX Committee: Stressed the importance of establishing a dedicated CX committee to oversee the VOC program’s execution and effectiveness.

Deliver & Notify:

• Implementation: Outlined detailed strategies for executing the action plans effectively.
• Project Management Tool: Recommended a suitable project management tool to ensure efficient implementation and tracking of the VOC initiatives.

Result

The VOC strategy provided SODIC with a clear, actionable roadmap for leveraging customer feedback. Key outcomes included the implementation of a robust VOC program that established a closed feedback loop combining inside-out and outside-in approaches to ensure holistic insights. A detailed Gantt chart was created, outlining specific initiatives, timelines, and responsibilities, providing a well-structured plan for execution. Additionally, a appendix featuring extensive research on the selected VOC metrics (NPS, CSAT, CES) offered deeper insights into customer experience management.