DE EN
Intro call · 30 min
Consulting · Voice of Customer

Voice of Customer as a management system.

I build Voice of Customer programs with you that work in day-to-day operations. Surveys, service tickets, conversation notes, and digital signals come together, and Inner Loop and Outer Loop turn feedback into an action with an owner.

A study describes a point in time. A VoC program runs alongside day-to-day operations.

Intro call · 30 min Free, no obligation

What my clients typically say

  • “Our NPS is stable, but revenue isn’t.”

    Possible starting point

    Metrics related to customer retention and Share of Wallet, with underlying driver analysis.

  • “Lots of dashboards, little insight.”

    Possible starting point

    Closed Loop with Inner Loop and Outer Loop, with responsibility assigned to each signal.

  • “We have a lot of data, but no clear picture of the customer.”

    Possible starting point

    Surveys, service tickets, Web Analytics, and open feedback brought together into a complete picture.

  • “Which feedback management platform is right for us?”

    Possible starting point

    Define requirements, compare providers, and support implementation.

  • “No one reads free-text entries or tickets.”

    Possible starting point

    AI-powered text analytics, validated against the original responses.

  • “Management is asking about the ROI of CX.”

    Possible starting point

    Customer signals linked to churn, Cost-to-Serve, and revenue per customer.

What you get

  • VoC Check

    Maturity of your program, gaps, priorities.

  • Build or realign

    We build your program from the ground up or realign an existing one.

  • Ongoing support

    I support your VoC program in day-to-day operations, as much as you need, from questionnaire design to analysis and reporting.

Why and what we measure

Every metric is tied to a business goal

An example of a KPI framework built around the business goal.

How feedback turns into action

Inner Loop and Outer Loop

Mostly transactional, following personal or digital contact · Sales, Service, Account Management · Hours to days

Relational and aggregated transactional responses · Process and business owners · Weeks to months

What question are you working on?

Intro call · 30 min Free, no obligation

Prefer email info@streetsmartcx.com