What is the voice of customer for?

 The voice of customer or VoC can be researched to find out what the customers experience and think of the product, service or company. You find out what the customer’s preferences, complaints, and problems are regarding your offered product or service. This blog describes in more detail how to research, analyse and evaluate the voice of customer.

What can you do with the voice of customer?

With the voice of the customer, a manufacturer can research and improve its product or service. The ultimate goal of a product or service is to solve a problem. Under the assumption that everything can be learned and done by yourself, the consumer mostly always buys ‘time’. Think about it, when you go out to eat you have the option to cook yourself, but this takes time. Can’t you cook yourself? Then you can learn it, only you are not willing to give up your time to learn it. Even when you go shopping, you buy time. You can produce your own vegetables, fruit, grains, and meat, but this takes a lot of time. With these thoughts all kinds of examples can be explained in the same manner. Money is used to move more freely, faster, and more luxurious.

How do you build a successful survey that maps the voice of the customer?
Many companies are in a rush when they need to do a survey to find out what the voice of the customer is. This often leads to an invalid or unreliable investigation. If you want to successfully map the voice of the customer, you should include several factors in your research:

• A strong leadership
• A sharp vision
• Participation and collaboration
• Listen and learn
• Be on the same page and act
• Patience and dedication
To conduct a valid survey that maps the voice of the customer, there are some questions to ask yourself:
• What objective do we want to complete by examining the VoC?
• Which stats should we observe?
• Which research technology should we use?
Which formats do I use to research the Voc?
Now you know the ins and outs of making and mapping the voice of the customer. The last thing you need is the type of formats that can be used to research the VoC. Common types of formats are; reviews, forums, emails, social media statistics, or forms.

What is custom journey mapping and how do you implement it?

As the title already reveals, custom journey mapping or user journey mapping is a process. It maps all customer interactions in a visual way. This blog describes in more detail how to develop this visual custom journey mapping.

This is how you create a customer journey map in a few steps

1. To start, you need to set your goals. Why do you want to create a customer journey map in the first instance? What are my genomes? What do I want to achieve with it?

2. Next comes the customer persona. You can find this by means of information received from surveys, forms, etc. Only try to get information from real customers using the product. Try using a chronological application to ask how the customer experienced the product or service. Some examples of questions are:

• How did you come across our company?
• What caught your attention?
• Are there any problems you would like to solve with our product or service?
• Did you open the website with the intention of not purchasing a product of service? If so, what was the reason?
• Have you ever bought a product through our website?
• Was our website navigable?
• Have you ever encountered our customer service? If so, how did you rate it?

3. Highlight every form of advertising. This is not only the website, but also social media add-ons, email marketing, third-party listings, etc. From this you can determine the length of the adjusted trip. Was this too long? At what points does the customer drop out?
4. Identify the resources you have and need. This will give you a better idea of ​​where your weaker and stronger points are.

5. Make a change. The first customer journey will give you a lot of insight about your product, service, and customer. The trick is to keep optimizing your custom travel map.

Popular companies that use customer journey mapping

The two most famous companies that make use of customer journey mapping are Spotify and Amazon. These giant companies rely heavy on their customer’s journey. They use unique self-made systems to determine and optimize their maps.