Voice of the Customer (VoC) Programme for B2B Relationships
Understanding the relationship you have with your B2B customers is very different from the everyday Voice of Customer programmes run by many retailers.
In a dynamic world, our VoC programme enables you to gain holistic and real-time insights that pinpoint what aspects of the relationship are working well, and what needs to be done to improve customer experience. This, in turn, will drive more collaborative and profitable partnerships.
In addition, this more regular type of feedback enables you to have an “early warning” of any potential issues.
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Frequency:
You are always in contact with your key customers, but these, more formal, requests for feedback should ideally be conducted at least twice a year.
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Who is surveyed:
All your key B2B customers (or as determined by the client) should be given an opportunity to give you structured feedback with each wave of research. We always strive to get the highest possible response rates – think of it more like a “census” than a survey.
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Reporting:
Finger on the Pulse Research will tailor the reporting to your business, providing in-depth reports on key customer segments. There is also the option for dynamic dashboards, providing tracking data and facilitating action planning.
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Outcome:
your Senior Management/Commercial and Account Management teams will have a clear understanding of how to better support and further develop relationships with their B2B customers.
