Voice of Customer

Most businesses looking to grow top-line sales struggle to answer two questions: “how can we better understand what the market needs?” and “how can we more accurately predict market trends?”

Speaking through megaphone

The solution is actually very close by; it’s the Voice of the Customer.

Your customers—past and present—know how your business works. The insight provided by a Voice of the Customer effort will help you develop better practices. And because they effectively constitute your market, customers offer clear, accurate guidance for gauging market expectations and opportunities.

DVIRC’s Voice of the Customer service makes gathering that knowledge as simple as picking up the phone.

Our process uses professionally scripted phone interviews to capture your customers’ perception of your business and identify potential areas of opportunity.

We custom-tailor the survey questions in each Voice of the Customer project to best reflect your concerns and interests, and because it’s proven that customers speak more freely with third parties, Voice of the Customer projects result in an honest, objective portrait of your performance.

By giving you access to opinions from those who have real-world market information, Voice of the Customer initiatives also provide insight to guide new-product and service-development efforts.

Smart businesses check the pulse of their customer base regularly. It’s far easier to grow sales with current buyers than to find new ones, and Voice of the Customer helps you plant the seeds for inexpensive, organic growth.

Wait for customers to contact you means you’re unlikely to hear from the “silent majority” in the middle of the satisfaction curve. Voice of the Customer projects improve understanding and show your customers that you value their all-important opinions.

When the results are in, no one is better equipped than DVIRC to transform Voice of the Customer output into growth.

It’s our business to understand our clients’ clients, and as impartial manufacturing experts, our knowledge base is unsurpassed.

Much like our Lead Generation services, Voice of the Customer projects include daily performance updates highlighting satisfaction levels, competitive intelligence, new sales opportunities, future needs of former customers, and new product ideas, positions and line extensions.

Give your business a competitive edge—use Voice of the Customer to forecast future opportunities, identify market expectations, increase customer retention, and win new business.

It’s our business to understand our clients’ clients, and as impartial manufacturing experts, our knowledge base is unsurpassed.
Much like our Lead Generation services, Voice of the Customer projects include daily performance updates highlighting satisfaction levels, competitive intelligence, new sales opportunities, future needs of former customers, and new product ideas, positions and line extensions.
Give your business a competitive edge—use Voice of the Customer to forecast future opportunities, identify market expectations, increase customer retention, and win new business.

For more information, please contact us at 215-552-3827 or send email to info@dvirc.org

Stockwell-e1317679130657

Stockwell took advantage of DVIRC’s capabilities in developing a Voice of Customer (VOC) research engagement. The VOC is designed to help companies understand their market positioning, assess customer satisfaction and determine where additional value and business opportunities can be created. Stockwell began by providing DVIRC with a list of customers and specific customer contacts designated as having a growing, level or declining relationship with the company. Working together with Stockwell management and sales staff, DVIRC developed a questionnaire designed to solicit feedback on factors relating to quality of goods ordered, accessibility, courtesy, helpfulness, knowledge, responsiveness and speed of service. DVIRC collected data via telephone surveys, and presented Stockwell with a full written report of survey findings. The process was completed over a period of three months.

Stockwell Elastomerics VOC Case Study