Arbor Voice of the Customer System
- A structured process for improving customer satisfaction and building customer loyalty.
- A management approach that encourages decision-making based on customer needs and requirements.
Features of the Voice of the Customer System
- Provides a systematic approach to determine who your customers are and what they value.
- Optimizes delivery of products that meet customer expectations.
- Assesses adequacy of critical customer measures of performance.
- Presents the tools for gathering, understanding, and deploying customer information.
- Teaches skills to analyze linguistic data from data sets such as letters, phone centers, trade shows, and at least a dozen other sources.
- Cultivates an appreciation of the aggregate Voice of the Customer as well as the needs of individual customers.
- Demonstrates approaches for developing customer-driven metrics.
- Reveals how Voice of the Customer Tables can be used to manage actions.
- Enhances effective communication of customer needs throughout your organization.
Key Benefits of the Arbor Voice of the Customer System
- Ensures an understanding of the current state of customer satisfaction.
- Integrates customer knowledge from multiple sources.
- Prioritizes top needs and opportunities from the customer's perspective.
- Coordinates customer activities across departments and divisions.
- Creates a closed-loop, interactive customer knowledge system that is sensitive enough to continually identify top customer needs.
- Increases the probability of delivering products and services to customers that will meet needs and requirements.
- Supports reorganization and re-engineering projects targeted at improving process effectiveness.
- Encourages decision-making based on data, not opinions.
- Discriminates between issues of high and low value to customers.