SODIC. Внедрение стратегии «Голос клиента» для повышения вовлеченности
Разработана комплексная стратегия «Голос клиента» (VOC) для SODIC, включающая 10 методов сбора данных, 3 ключевые CX-метрики (NPS, CSAT, CES) и анализ 9 программных решений для повышения удовлетворенности клиентов и оптимизации работы с обратной связью.
01 —The Impact
The results, up front.
The VOC strategy provided SODIC with a clear, actionable roadmap for leveraging customer feedback. Key outcomes included the implementation of a robust VOC program that established a closed feedback loop combining inside-out and outside-in approaches to ensure holistic insights. A detailed Gantt chart was created, outlining specific initiatives, timelines, and responsibilities, providing a well-structured plan for execution. Additionally, a appendix featuring extensive research on the selected VOC metrics (NPS, CSAT, CES) offered deeper insights into customer experience management.
02 — The Challenge
Where they started.
What it is: VOC involves collecting and analyzing customer feedback to understand their needs, preferences, and experiences. Importance: VOC helps identify pain points, enhance customer satisfaction, and guide data-driven decision-making.
03 —What We Did
The work.
Customer Journey Analysis
Identified crucial points within the customer journey where feedback collection would be most effective.
Question Design
Crafted questions aimed at eliciting meaningful and actionable feedback.
Data Collection Methods
Suggested optimal data collection methods and tools tailored to SODIC's specific requirements.
Software Selection
Determined the best software solutions for efficient data collection and organization.
Data Analysis
Developed methodologies for analyzing collected data to uncover actionable insights.
Insight Generation
Formulated action plans based on the insights derived from data analysis.
CX Committee
Stressed the importance of establishing a dedicated CX committee to oversee the VOC program’s execution and effectiveness.
Implementation
Outlined detailed strategies for executing the action plans effectively.
04 — Approach & Methodology
How we got there.
CX Consultant
05 —In Practice
Project samples.
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