Empowering Customer Strategy with Voice of Customer Tools

Understanding and meeting customer needs is crucial for success in today’s fiercely competitive business landscape. And what better way to do that than by hearing directly from the customers?

That’s where the power of Voice of Customer (VoC) tools comes into play.

Gone are the days of relying on guesswork and assumptions. VoC tools have cutting-edge features to ensure no valuable voice goes unheard. Just like Batman has his utility belt and Iron Man has his suit.

With VoC tools, you can unlock the secret language of your customers and decipher their desires. Then fine-tune your products and services to exceed their expectations. From sentiment analysis to real-time response triggers, they provide a comprehensive view of customer experiences, preferences, and demands.

It doesn’t matter whether you’re a small startup or a global corporation. Harnessing the power of VoC tools catapults you to the forefront of customer-centricity.

Buckle up and get ready to embark on a journey of customer-centricity. Your customers are speaking, and it’s time to listen and thrive.

Table of Contents:

1. What are Voice of Customer Tools?
2. Benefits of Using the Voice of the Customer Software
3. How to Gather Voice of Customer Data?
4. How to Analyze Voice of Customer Data?
5. Wrap Up

What are Voice of Customer Tools?

Voice of Customer (VoC) tools are software or platforms for gathering and assessing customer opinions and input. They come in various forms, like journey mapping, social media monitoring, and sentiment analysis tools.

These tools capture and analyze customer feedback to understand their needs, preferences, and expectations. Consequently, providing insights into customer satisfaction, pain points, and overall experience.

Benefits of Using the Voice of the Customer Software

Voice of customer software turns customer feedback into a symphony of insights. Here are the benefits you gain from using the Voice of Customer software:

1. Customer insight: Voice of Customer software lets you gain valuable insights into customer preferences, needs, and expectations. Capturing and analyzing customer feedback facilitates data-driven decision-making to improve products, services, and overall customer experience.
2. Enhanced customer satisfaction: Understanding customer sentiments and pain points allows you to address their concerns effectively and proactively. This helps enhance customer satisfaction and loyalty, leading to long-term business growth.
3. Competitive advantage: Leveraging customer insights facilitates identifying emerging trends and anticipating customer demands. Thus you can strategically adjust your offerings to maintain a competitive edge.
4. Improved product development: Customer feedback collected through VoC software provides valuable input for product development. You can identify areas for improvement, gather new ideas, and prioritize features based on customer needs. Ultimately, achieve more successful and customer-centric product launches.
5. Effective decision-making: VoC software acts as a guiding light, illuminating the path toward making astute business decisions. It unravels the intricacies of customer preferences and expectations. Consequently, empowering you to harmonize your strategies, allocate resources with precision, and fine-tune your operations.
6. Customer retention: VoC software aids in identifying and addressing customer dissatisfaction promptly. Resolving issues and continuously improving based on customer feedback enhances customer retention rates and reduces churn.
7. Brand reputation: Listening to customers and acting upon their feedback demonstrates a commitment to customer satisfaction. This builds customer satisfaction and enhances brand reputation through positive word-of-mouth and referrals.

How to Gather Voice of Customer Data?

Now, let’s learn how to collect the voice of customer data using a Voice of Customer platform.

Let’s say you want to do a customer feedback survey asking the following questions;

• How important is the quality of shoes to your purchasing decision?
• How important is the fit of shoes when considering a purchase?
• How important is the breathability of shoes for your needs?

You want to map the rating scale below with these questions:

1. Extremely Unimportant
2. Unimportant
3. Not Sure
4. Important
5. Extremely Important

Follow the steps below to create your customer feedback survey in Google Forms.

• Open Google Forms and sign in with your Google account.
• Click the “Blank” button to create a new form.

• Give your form a title and description that reflects your brand or purpose.
• Choose the type of question you want to use, such as multiple-choice, checkbox, or short answer.
• Type your question in the “Untitled Question” section for multiple-choice questions. Then write “Option 1” and choose “Add option” for more options.

• You can customize the look and feel of your survey to match your brand or theme.
• Preview the form before sharing it with your target audience.
• Click the share button to distribute it to your target audience.

• Once you collect enough responses, click the “Link to Sheets” button.

• Download your responses as a .csv file from the dropdown menu.

How to Analyze Voice of Customer Data?

The most valuable source of insights is the VoC data gathered from customer feedback, reviews, and surveys. But analyzing this data can be daunting, especially if you’re unfamiliar with Excel.

But worry less because ChartExpo is here to make life easier. ChartExpo is a powerful data visualization tool that revolutionizes data presentation and analysis. This Excel add-in allows you to visually analyze your data to uncover hidden insights. Thus, it is the perfect solution to help you harness the power of your Voice of Customer data.

Benefits of Using ChartExpo

• ChartExpo provides numerous visualization options, allowing you to handpick the perfect one for your data. This streamlines data analysis and presentation, taking your effectiveness to new heights.
• ChartExpo’s user-friendly interface makes creating insightful visualizations a breeze. Even without coding experience, you can effortlessly generate insightful, appealing charts that impress your audience.
• ChartExpo offers unbeatable value for money. It has a free 7-day trial and a budget-friendly $10 monthly plan. Thus, you can experience the full potential of this powerful visualization tool without breaking the bank.

How to Install ChartExpo in Excel?

1. Open your Excel application.
2. Open the worksheet and click the “Insert” menu.
3. You’ll see the “My Apps” option.
4. In the office Add-ins window, click “Store” and search for ChartExpo on my Apps Store.
5. Click the “Add” button to install ChartExpo in your Excel.

ChartExpo charts are available both in Google Sheets and Microsoft Excel. Please use the following CTA’s to install the tool of your choice and create beautiful visualizations in a few clicks in your favorite tool.

Let’s say your survey yields the data table below.

Timestamp	How important is the quality of shoes to your purchasing decision?	How important is the fit of shoes when considering a purchase?	How important is the breathability of shoes for your needs?
10-13-2023 17:47:33	Important	Unimportant	Important
10-13-2023 17:47:33	Important	Important	Important
10-13-2023 17:47:33	Unimportant	Unimportant	Unimportant
10-13-2023 17:47:33	Extremely Important	Unimportant	Important
10-13-2023 17:47:33	Unimportant	Important	Not Sure
10-13-2023 17:47:33	Important	Extremely Important	Not Sure
10-13-2023 17:47:33	Extremely Unimportant	Extremely Unimportant	Not Sure
10-13-2023 17:47:33	Extremely Unimportant	Extremely Unimportant	Unimportant
10-13-2023 17:47:33	Extremely Unimportant	Extremely Important	Extremely Important
10-13-2023 17:47:33	Extremely Important	Extremely Unimportant	Not Sure
10-13-2023 17:47:33	Not Sure	Extremely Important	Not Sure
10-13-2023 17:47:34	Extremely Unimportant	Extremely Important	Not Sure
10-13-2023 17:47:35	Extremely Unimportant	Unimportant	Not Sure
10-13-2023 17:47:36	Important	Extremely Unimportant	Not Sure
10-13-2023 17:47:37	Not Sure	Important	Extremely Important
10-13-2023 17:47:38	Extremely Important	Extremely Important	Important
10-13-2023 17:47:39	Not Sure	Not Sure	Important
10-13-2023 17:47:40	Extremely Unimportant	Extremely Important	Not Sure
10-13-2023 17:47:41	Extremely Important	Important	Extremely Important
10-13-2023 17:47:42	Important	Not Sure	Extremely Important

This table contains example data. Expect many responses and questions in real life.

• To get started with ChartExpo, install ChartExpo in Excel.
• Now Click on My Apps from the INSERT menu.

• Choose ChartExpo from My Apps, then click Insert.

• Once it loads, choose the “Likert Scale Chart” from the charts list.

• Click the “Create Chart From Selection” button after selecting the data from the sheet, as shown.

• When you click the “Create Chart From Selection” button, you have to map responses with numbers manually. The Likert scale has this arrangement:

• • Extremely Unimportant = 1
  • Unimportant = 2
  • Not Sure = 3
  • Important = 4
  • Extremely Important = 5
• Once all is set, click the “Create Chart” button.

• ChartExpo will generate the visualization below for you.

• If you want to have the chart’s title, click Edit Chart, as shown in the above image.
• Click the pencil icon next to the Chart Header to change the title.
• It will open the properties dialog. Under the Text section, you can add a heading in Line 1 and enable Show.
• Give the appropriate title of your chart and click the Apply button.

• Let’s say you want to add text responses instead of numbers against every emoji.
• Click the pencil icon next to the respective emoji. Expand the “Label” properties and write the required text. Then click the “Apply All” button.
• Click the “Save Changes” button to persist the changes.

• Your final chart will appear below.

Insights

• 45% of respondents consider the durability of shoes important when making a purchasing decision. 40% do not consider it important, while 15% remain neutral.
• 50% prioritize the fit of shoes, while 40% do not consider it important.
• Regarding breathability, 45% of respondents find it important, whereas 10% do not prioritize it.
• Overall, 46% of respondents consider the above factors important in their decision-making process. On the other hand, 30% do not find them significant.

FAQs

What are Voice of Customer tools?

Voice of Customer tools are software or platforms that collect and analyze customer feedback. They help businesses understand customer needs, preferences, and expectations. Ultimately leading to improved decision-making, enhanced customer satisfaction, and a competitive advantage in the market.

What is the voice of customer features?

Voice of Customer features include customer feedback collection, sentiment analysis, social media monitoring, and customer journey mapping. These features help businesses gather and analyze customer opinions, preferences, and experiences. Consequently, providing valuable insights for improving products, services, and overall customer satisfaction.

What are the voice of customer tools Six Sigma?

In Six Sigma, VoC tools refer to methodologies and techniques used to gather and analyze customer feedback. These tools help businesses understand customer requirements and align processes to meet those needs. Moreover, drive continuous improvement efforts to enhance customer satisfaction and loyalty.

Wrap Up

Voice of Customer (VoC) tools empower businesses to develop customer-centric strategies. They enable you to effectively gather, analyze, and act upon customer feedback. This serves as a foundation for enhancing customer satisfaction and loyalty.

VoC tools help improve product development by incorporating customer feedback into the design and development process. This leads to products and services that better align with customer requirements. Consequently increasing the likelihood of success in the market.

Furthermore, VoC tools facilitate effective decision-making by providing actionable data that supports strategic planning and resource allocation. Listening to the customer’s voice allows you to address customer concerns and pain points proactively. Ultimately leading to improved customer retention rates.

Looking for a tool that will help you make the most of your Voice of Customer data?

Use ChartExpo.

Why ChartExpo?

ChartExpo provides diverse visualization options, a user-friendly interface, customizable features, and cost-effective pricing. Thus enhancing data analysis and presentation and offering excellent value for money.