Measure and Improve Customer Satisfaction

Current Situation:

Customer feedback collected using current methods is not timely, specific, or accurate.

Existing Voice of the Customer (VoC) programs are scattered across various platforms and cannot cope with emerging interactive channels and touchpoints.

Customers have the means and access to cause damage to brand reputation through social networks if brands do not act and resolve issues promptly and quickly. To align with the expectations and preferences of today’s connected, mobile, and social consumers, brands need ways to:

• Gather customer feedback in real-time across multiple channels throughout the customer lifecycle

• Incorporate customers’ wants and needs into ever-shrinking product cycles to gain wider acceptance

• Resolve issues quickly to keep customers satisfied and loyal

• Communicate and share customer insights with various stakeholders to enhance customer experiences

Mize Voice of the Customer Solution:

Drive Product Innovation & Customer Loyalty

Mize VoC solution enables customers to provide feedback at critical touchpoints in their journey using product ratings, reviews, survey responses, complaints, suggestions, and discussions on various community forums and channels.

Using the VoC solution, customers can scan products to provide instant feedback or quickly answer targeted and contextual questions on their mobile devices. VoC solution acts as a cost-effective market research platform that helps brands drive innovation based on true customer wants and needs. By leveraging VoC data, product managers can prioritize features for product upgrades and new releases based on a deeper understanding of customer’s expectations and preferences.

In addition to capturing the specific feedback, the Mize solution automatically creates a VoC request, routes it to the right person based on workflow and business rules, and tracks the request to a successful resolution. This closed-loop feedback management process ensures that all customer issues are addressed quickly to raise customer satisfaction levels.

Companies can listen to brand conversations on social channels and cultivate customer communities. Brands can identify and organize customer testimonials to recognize and reward satisfied customers to foster and amplify brand advocacy and word-of-mouth marketing.

Customer Insights summarizes VoC information from multiple sources to distill overall customer sentiment and experience. Different stakeholders can drill down to see the feedback on any specific Category, Product, Region, or Channel Partner to identify opportunities for achieving the customer experience goals.

Mize VoC solution combines intuitive mobile apps, a flexible Customer Central portal, powerful analytics, and a robust customer engagement platform. The combination of these elements enables brands to be more customer-centric and grow a loyal customer base.