Voice of the Customer (VOC)
Kent Business Solutions has in-depth experience with Voice of the Customer (VOC) in the areas of New Product Development (NPD) and Customer Experience (CX). We have a proven track record of both types of VOC deployments. Check out our Success Stories (Voice of the Customer) to learn more! Not only that, we have an existing VOC process that can be tailored to your organization, which saves on resource and development costs.
New Product Development (NPD)
We are well-versed in best practice techniques for NPD-focused VOC systems. We will help your company develop and implement a process that works for you. It may be simple as defining how to effectively to capture VOC from every- day conversations. On the other hand, it could involve deve- loping a full-scale system with such elements as focus groups, customer visits, ethnographic research, a mobile app, etc.
We will help you develop the process, whether it is a simple approach or a more complex one. In the end, we will assist you in defining the best way to capture and utilize VOC data for your NPD and/or product improvement efforts.
Customer Experience (CX)
How do you gauge CX with your products and/or services? If you have a gap in this area we will help fill it...by developing a more effective way to determine just what your customers are thinking about you and your products and/or services.
A high-level approach could involve defining a formal process to capture customer feedback, working with your IT department to develop or procure a database solution, devising metrics to gauge satisfaction levels, training your employees, and defining/deploying the solution. Of course, the approach will differ, depending on your business needs and desires.
If you are interested in learning more about our VOC services, contact us. We will be happy to discuss with you how VOC can help you reach your goals!