Voice of customer program

1
Will the Future of Search be Semantic in 2021?

• www.repustate.com

2
Table of Contents
What is Voice of the Customer?

How Can We Devise A Successful VoC Strategy?

Benefits of VoC Analysis
3
What is Voice of the Customer?

• www.repustate.com

4
Voice of customer program - Put simply, VoC is
the attitudes, thoughts, and beliefs that your
customer base holds about your brand or product.
It is important not to confuse this with customer
feedback, which is a direct source that
constitutes just one color within the VoC
spectrum. Other direct sources would include user
surveys, call center recordings, and email or
chat data.
5
How Can We Devise A Successful VoC Strategy?
There are seven steps towards devising and
implementing a VoC strategy. Lets summarize
these and then look a little deeper into each
stage
6
Why Do We Need Sentiment Analysis On Social Media?
Sentiment analysis of social media data can tell
you if customers truly like you or not. This is
far beyond empty numbers in a metrics tool. If
they share your post, if it is because they are
writing a positive review, or because they are
tagging you to be sarcastic.

• Some of the benefits of social media sentiment
  analysis are listed below
• Discover new market trends
• Design targeted marketing campaigns
• Track brand awareness
• Develop a personalized brand experience
• Conceive new product ideas

7
Benefits of VoC Analysis
VoC tells you the raw, unfiltered truth about
what customers really feel. This makes it hard to
argue with and consequently, a convincing tool
with which to motivate change within your
company. VoC doesnt rely on self-selecting
users, so it cannot be skewed in favor of or
against your brand. Youll be able to gather a
broad spectrum of honest responses.
8
Heres what you might do with it
Understand better whether your marketing
strategies are working, and how to change them to
better reach potential customers.
Improve product offerings by listening to
concrete customer feedback.
Use VoC for piloting new products before you
commit to a full rollout.
Increase sales by targeting campaigns more
directly at expressed customer needs.
See how your brand compares with your
competitors, with honest comparison data.
9
Thank you!

• Understand your data, customers, employees with
  12X the speed and accuracy.

• Visit www.repustate.com to learn more