We all know that it is particularly important to measure and value the opinions of your customers that they have of your company/brand or even your product. There are of course many ways you can receive the opinions of your customers. One of those methods is by doing online surveys that you can send via e-mail or let people fill in on your website. You could also make use of focus groups that could give you a direct opinion in the same room that you are standing with them. All these methods are particularly important to gather quick but important opinions about your brand. This is what is called the voice of the customer. It is their opinion of how they found their experience of their own customer journey.
Direct in contact with your customers.
Not only are our customers incredibly happy to hear that their opinions are valued by your company. It will only also give him a sense of interaction with the brand. Especially if their opinions have been implemented in the company. The customer also has the chance to voice their own opinion on the customer journey that they went through when buying the product. Especially with some negative points, it is also important to use this as feedback. It is always important to listen to your customers and implement their opinions towards a better company.
Indirect communication can also work
The benefit of using indirect communication with your customers is that you can send them specific forms or emails that they then can fill in at their own leisure. This of course makes it also easier for the customer since not everyone is a fan of communicating via direct means. There are of course companies that make use of calling the customer directly and asking them a few questions about the company or product. However, a lot of those calls are not wanted by the customer and therefore is seen as negative. Therefore it is recommended to contact your customers with less direct means for gathering the voice of the customer.