Voice of the Customer (VoC)
Do You Have a Voice of the Customer (VoC) Program Tailored for your Luxury Brand?
In the dynamic world of luxury, understanding your clientele is more crucial than ever. A well-structured Voice of the Customer (VoC) program can be your foundation in achieving this deep understanding. By actively collecting and analyzing feedback from various channels, including in-store evaluations, surveys, and social media, a VoC program helps you identify opportunities to improve and areas needing attention.
But it’s more than just collecting data; it’s about thoroughly analyzing the feedback to turn it into actionable insights. Following this, it’s devising strategies that promote growth and increase customer satisfaction. This ongoing cycle of listening, adapting, and delivering is key to nurturing a brand that not only resonates with your customers but is also attuned to their evolving needs and preferences.
Don’t just meet but exceed your customers’ expectations, foster loyalty, and steer your brand to new heights!
Our Voice of the Customer (VoC) Solutions
Forget one-size-fits-all. Luxury brands demand exceptional CX. That’s why our Voice of the Customer (VoC) solutions are designed to cater to the unique needs of luxury brands. We achieve this by using a combination of solutions including Customer Experience Evaluation (CXE), NPS Measurement and Opitmization, Voice of the Team (VoT), and VoC Program Design. Discover them below.
VoC Program Design
Our program advises your brand in designing or revamping your VoC program, tackling vision, identity, its operating model, scope of data, and learning how insights drive actions.
Learn More About VoC Program Design
Understanding Customers
Understand your customers in a deeper way to identify behaviors and expectations that craft exceptional experiences.
Learn More About Understanding Customers
Customer Experience Evaluation (CXE)
Measure customer satisfaction and identify the gaps between customers’ expectations and brand delivery with the help of our select network of Client Evaluators.
Learn About Customer Experience Evaluation
NPS Pulse
A powerful VoC survey solution allowing you to easily capture customer feedback and to take the right actions at the right time.
Learn More About NPS Pulse
Looking for tailor-made solutions? We’ve got them.
We have an omnichannel approach to all our solutions.
We support your brand in mapping out your customer journey comprehensively, ensuring every touchpoint is accounted for without overlooking any blind spots. We then help you develop customized evaluation methodologies and metrics to optimize your customer journey, addressing all stakeholders and fostering collaboration across segmented departments or teams to deliver a cohesive experience. We approach this challenge practically with a change management mindset, delivering personalized solutions to each brand’s unique journey.
Retail Stores
E-Commerce
Contact Center
Social Channels
& More
Is your existing VoC Program delivering the intended impact?
Our VoC program doesn’t just place the emphasis on your customers, it also places your people at the center.
At CXG, we are obsessed with the idea that a comprehensive VoC program must create value for both your customers and internal stakeholders. To achieve this, we engage your teams through kick-offs and workshops, provide them with the necessary tools through activation workshops for CXE & NPS, offer the CXG Connect App with Coaching Center, and even assist with rewards and incentives.
Meet Our Experts
How we help you
We use our proprietary CX indices to assess customer experience and engage your teams in a virtuous circle of improvement.
Holistic diagnosis of your CX
Most brands need a full assessment of their customer experience to set up their transformation roadmap effectively.
Voice of the Team
Analyze how your frontline teams are set up to deliver a compelling customer experience.
CX evaluation by channel
The first step to a seamless omnichannel experience is to master every channel individually.
CX evaluation measuring omnichannel journeys
Measuring the customer experience on specific omnichannel journeys.
CX programs
Assess the effectiveness of your clienteling practices and outreaches
Social listening for CX feedback
Scraping the web to ensure customer feedback is directed to your teams.
Voice of the customer (VoC)
Survey of customers who engaged with the brand very recently across any channel.
Store intercepts
Interviews with customers leaving a physical store to identify purchase triggers and barriers.
Hybrid CXE and VoC solutions
We help brands create a full synergy between your VoC program (the ‘what’) and your CX program (the ‘how’).
Contact Us
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