Voice of Customer

Listen to your customers to learn how to leverage your strengths and address weaknesses you may not be aware of, improving topline growth and increasing overall customer satisfaction.

The companies that make up your customer base hold invaluable insight into the ways you deliver value, the attributes that set you apart from your competitors, and areas for improvement. Most companies do not take full advantage of discovering this valuable information.

Voice of Customer (VoC) research is a way of understanding your different customers’ wants, needs, expectations, and preferences when it comes to interacting with your business. Learning what your customers say, think, and feel about your products, services, and business model acts as an organizational blueprint to evolve, improve and grow.

Voice of Customer Analysis Process

DVIRC customizes every program to meet the needs of each customer, but most programs include:

Survey Development
Data Analysis

Kickoff meeting to understand your business and establish goals for the program

Development of a survey to define the information needed and guide the discussion with customers

Outreach calls with biweekly review sessions to discuss our progress and make you aware of interim insight gained

Complete data analysis and presentation of final survey data, including our summary, analysis, and recommended next steps

Benefits of Voice of Customer Research

Essential Data-Gathering

Primary research-based outreach will gather the data that is most important to improving competitiveness, advancing strategic planning, and understanding market need. All Voice of Customer surveys include a lead-generation closing question to identify new sales opportunities.

Customized Questions

Our team will create a custom questionnaire to guide customer discussions toward relevant topics, gather impartial feedback, and gain an awareness of customer satisfaction levels. This analysis also has the potential to discover new product ideas identified by customer recommendations.

End-to-End Support

DVIRC manages and executes Voice of Customer projects from start to finish, and our proven process delivers results. With the exception of a few up-front calls and biweekly status updates, you are free to run your business while we conduct the outreach and analysis.

No Disruptions

In-house experts create insightful questionnaires and conduct all survey research, reporting, and analysis. You benefit from an expertly run process with next to no disruption to your regular work schedule.

Client Testimonials

“The approach was terrific, the data and feedback were very insightful. The Voice of Customer study that DVIRC delivered was a profound, fundamental stepping stone in terms of how we will brand, market, and ultimately grow the business. It identified the things we do well—and what we need to improve—based on actual feedback from customers. It was an honest look at our performance from our customers’ perspectives. We learned more about our brand perception in the marketplace.”

JM Hasson

President, HPT Pharma

“We’ve always been confident we can beat our competition on almost any customer-provided benchmark…but these capabilities mean nothing if nobody knows about them. In DVIRC we found a partner who not only began to communicate them, but began by taking the time to truly understand our business and goals so that they could do so in the most effective fashion.”

Ernie Ferro

President, CRC

“Working with DVIRC and Brand Llama (and Sagan Medvec) has been an extremely rewarding and beneficial effort for the company. Results of the digital marketing campaign have been all positive. Internet traffic and client growth have grown tremendously since the start of the work, and certainly year over year. We are very pleased with the results.”

Shawn Orr

Technical Business Development Manager, The Fredericks Company

Success Stories

Haskell Education

Haskell Education

Furniture Manufacturer Experiences Best Growth Ever with DVIRC’s Marketing and Sales Support

The Fredericks Company

The Fredericks Company

Internet and Website Project with DVIRC Yields Substantial Improvements

HPT Pharma

HPT Pharma

Building a Growth Strategy

Meet the Voice of Customer Experts

Sylvia Wower - Vice President, Consulting and Advanced Technology Research

Sylvia Wower

Vice President, Consulting and Advanced Technology Research

Sylvia Wower is the Vice President of Research and Strategic Growth at DVIRC, where she manages the organization’s Business Growth Services and Advanced Technology Research Group. Considered an expert business strategist and leader in groundbreaking research to support the needs of the DoD, life science and commercial small to midsized manufacturing sector, Syliva and her team have delivered of 160,000 hours of successful project work across the MEP National Network and around the globe.

Lisa Mount - Lead Generation Manager

Lisa Mount

Lead Generation Manager

Lisa Mount is Lead Generation Manager in DVIRC’s Marketing & Sales practice. She supports daily management of DVIRC Lead Generation and Market Scouting programs, including training clients, managing leads, developing existing clients, and maintaining client relationships. She has been working with DVIRC for over 10 years. She is adept at selling across various industrial markets and has supported lead generation efforts for several Manufacturing Extension Partnerships (MEPs) across the country, representing and promoting their consulting services. To-date, she has assisted with over approximately 200 client projects.

Carly Loonstyn - Research Manager

Carly Loonstyn

Research Manager

Carly Loonstyn is Research Manager at DVIRC. She supports the Market Development department, including Market Research and Lead Generation, conducting primary and secondary market research to provide technical insights to DVIRC’s clients.

Jameson Kilburn - Project Manager and Business Growth Specialist

Jameson Kilburn

Project Manager and Business Growth Specialist

Jameson Kilburn is Project Manager and Business Growth Specialist in DVIRC’s Marketing & Sales practice. He is a product and service-based inside sales project lead, conducts primary market research for DVIRC’s clients, and coordinates the Lead Generation production calendar. He also serves as DVIRC’s Market Development technology development specialist and is the Salesforce and project administrator. He has been working with DVIRC for 3.5 years. Jameson focuses on Industrial machinery, Educational Markets, Packaging, Industrial Chemicals, and Consulting Services. He has assisted with approximately 45 client projects.

Yvonne Kirks - Manufacturing Growth Specialist

Yvonne Kirks

Manufacturing Growth Specialist

Yvonne Kirks is a Manufacturing Growth Specialist in DVIRC’s Marketing & Sales practice, where she is responsible for working with clients to increase top line growth through lead generation, market research, and sales support. Her industry expertise includes Product-Driven companies, Precision Machining, Plastic Injection Molding, Rubber, Electronic and Electrometrical Equipment, and Industrial Machinery. She has been working with DVIRC for 2.5 years and has assisted with approximately 40 client projects.

Contact us and put our research expertise to work for you.

We can put our research expertise to work for you.

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