Comment pouvez-vous utiliser la voix du client pour créer des produits innovants ?

It’s important to note that while VoC is an effective tool, it's not always sufficient on its own. Sometimes, customers may not be aware of certain needs or desires until they are introduced to innovative ideas or solutions. Therefore, it is crucial for businesses to also go beyond VoC and proactively introduce new offerings or experiences that customers may not have explicitly asked for. Staying attuned to emerging trends, market research, and anticipating future needs can help businesses stay ahead and exceed customer expectations.

Capturing customer needs and expectations can help us improve customer empathy and build longer term relationships with them.

In my experience, Voice of the Customer (VoC) is like having a genuine conversation with your customers. It's not just about collecting feedback, it's about understanding their emotions and expectations. VoC has been a game-changer, helping me create products that resonate deeply with our audience. Listening and adapting based on VoC insights have not only improved our offerings but also allowed us to anticipate future needs, giving us a significant edge in the market. In essence, VoC has been the key to building meaningful relationships and driving innovation in my business journey. Few to mention are like, helps to - provide Enhanced Experiences - make informed Product Development - building loyalty - prioritize improvements

By far the most underrated way to improve existing products and create new ones. VoC is super critical in today’s world of data driven industries. Customers speak to organisations through multiple channels. Gone are the days when surveys and reviews alone drove and thus formed minor impact on product development. In today’s world every successful company will listen and understand mood of their customers through every available channel. Any organisation failing to do this, will be left eons behind its competitors. Eg. being - Kodak, Nokia, Yahoo! and maybe we are also looking at the debacle that twitter is turning out to be !!

Gather customer feedback and then organize and analyze it. Create surveys to collect feedback from existing and potential customers. Ask open-ended questions to encourage detailed responses. Monitor social media channels, forums, and review sites for customer comments, reviews, and discussions related to your industry or product. Customers appreciate when their feedback is taken into account.

Understanding customers deeply is key. VoC methods offer unique insights: Surveys: helps to generate quantifiable data, identify trends Interviews: can Uncover emotions, opinions for deeper insights Focus Groups: supports creativity, challenge assumptions, identify diverse perspectives Observations: leads to understand Real-world behavior insights, identify pain points. User Testing: Evaluate usability, improve effectiveness & product refinement Using these VoC methods in a comprehensive approach can provide businesses with a holistic view of customer needs, preferences, and emotions.

Understanding and valuing the VoC is vital in today's business world. Imagine having a heart-to-heart conversation with your customers. To make this happen, you must gather, group, and deeply comprehend their feedback and data. As a business or property owner, this helps you uncover common themes, discover what your customers love, and identify the pain points that need attention. Armed with this personal insight, you can refine your offerings, services, and the overall customer experience to cater to their needs better. VoC is like having a trusted friend guiding you, and by listening, you can enhance customer satisfaction, loyalty, and your business's long-term success.

It's very common generalisation, frankly. "Everybody lies" - and you need a huge efforts, massive datasets and lot of time to clear the truth. Applicable for markets and user scenarios which already exist. If you need to design and deploy something new, eg, new workflow or new technology or both, especially within b2b segment, you have to be ready to forget about VoC till you build new community of interpreters. Loyal and enthusiastic users of your "invention" long before it became "innovation" or even "mature product".

- Designing targeted surveys and questionnaires. - Conducting one-on-one interviews with customers. - Bringing together a small group of customers for discussion. - Utilizing social media listening tools such as Brandwatch, Sprinklr - Customer reviews on platforms like Yelp, Google, or specialized industry websites are goldmines of feedback. Regularly review and analyze these to identify recurring themes and specific areas of praise or improvement - Analyze user behavior on your digital platforms. Track customer journeys, identify pain points in navigation, and understand which features are most and least utilized. This quantitative data complements qualitative insights for a comprehensive understanding.

VoC data collection has evolved hugely and is slowly making traditional processes ineffective. Solutions like SurveyMonkey paved the way and now customers are able to engage in simulated experiences, providing real-time feedback through gestures, voice, and emotions. With gamification, sensory elements, and scenario testing, the experience becomes engaging with greater accuracy. AR helps collaborative data visualisation, capturing detailed feedback and fuels continuous improvement.

Because I'm a big fan of qualitative data, the use of AI nowadays is a massive gain in respect of being able to run meaningful programmes at scale and this is something we are driving hard within our CX practise. If you are then able to draw correlations between qualitative insights and internal customer interaction data, you'll have an amazing early indicator system in place for managing customer operations.

- Analyze VoC data throughout the customer journey. Mapping the customer journey helps in strategic interventions at critical touchpoints. - Leverage text analytics tools to categorize, quantify, and derive meaning from these unstructured inputs. Natural Language Processing (NLP) algorithms can identify patterns and sentiments, adding depth to your analysis. - Sentiment analysis tools can categorize responses as positive, negative, or neutral. Understanding sentiment trends helps identify areas of strength and improvement.

Identifying Unmet Needs: By looking for commonalities, differences, and outliers in the VoC data, I was able to identify unmet customer needs and market gaps. The use of techniques like tagging and clustering allowed us to spot trends and opportunities that wouldn't have been evident with just raw data. This insight was instrumental in driving innovation within our products and services.

Analyzing Voice of the Customer (VoC) data is crucial for extracting meaningful insights. Here's a structured approach to analyze VoC data: 1. Data Collection and Organization 2. Define Objectives and Key Metrics 3. Segmentation 4. Sentiment Analysis 5. Identify Patterns and Trends 6. Prioritize Insights 7. Root Cause Analysis 8. Benchmarking 9. Quantitative Analysis 10. Qualitative Analysis 11. Visualizations and Reporting 12. Feedback Loop and Action Planning 13. Monitor Progress Note: Remember, VoC analysis is an ongoing process. Regularly revisiting and refining your approach ensures that you stay aligned with evolving customer needs and expectations.

I'm a big advocate of the OKR philosophy and also a lean innovation coach and I believe the combination of these two philosophies present the best way to strategically process insights within a business.

Utilizing tools such as reports, dashboards, presentations, feedback loops, forums, and newsletters helps summarize and visualize these insights. Prioritization and planning of actions are crucial components of this process, and they should be based on the impact, urgency, and feasibility of the identified insights. Tools like matrices, roadmaps, backlogs, SMART goals, OKRs, and KPIs can assist in ranking and scheduling these actions. Moreover, implementation and testing of these actions are essential to measure their results and outcomes. Prototypes, minimum viable products (MVPs), experiments, analytics, metrics, and feedback play a vital role in monitoring and evaluating the effectiveness of the actions taken.

- Establish a dedicated cross-functional team comprising members from various departments such as customer service, marketing, sales, and product development. - Clearly define the goals and objectives you aim to achieve by acting on VoC insights. Whether it's improving customer satisfaction, reducing churn, or enhancing product features, having specific objectives provides a roadmap for action.| - Establish a closed-loop feedback system where customers are informed about the actions taken based on their feedback. This not only shows transparency but also reinforces the importance of customer input.

When dreaming up innovative solutions to challenges and problems being heard through the VoC, it is critical to get feedback, even with paper prototypes, to make sure the solution addresses the right problem and isn't "overkill". Just as incremental tweaks might be too obvious and not really address the core issue, an overly innovativen solution can go too far and not be worth the complexity and cost.

If you run good customer discovery programmes, then one of your goals should be to find customer problems worth solving. Once you look at these through the lenses of viability and feasibility, applying lean philosophies typically makes the rest fall nicely into place.

Because innovation is driven not by ideas, but by insights, the voice of the customer (VoC) is an incredibly important part of people identifying insights to power innovation. And because innovation can come from anywhere, it is that much more important for VoC to be enabled to spread across every level of the organization.

- Utilize both quantitative and qualitative data to gather a comprehensive understanding of customer sentiments, preferences, and pain points. - Analyze the gathered data to identify patterns and trends. Prioritize feedback based on the frequency and impact on the customer experience. - Develop detailed customer personas based on the VoC data. Personas help in humanizing the customer experience by creating fictional representations of different customer segments.

The key to creating innovative products using VoC is to gather information across all customer touch points and use the insights so that technology teams can deliver timely solutions. While continuously capturing data from surveys and all customer listening points (internal and external), it's important to deliver clear and actionable insight to the right stakeholders so that the technology team can take action. Organizations need to operationalize customer requests using a trouble ticket system that technology fulfills based on predefined workflows. Any requests that fall outside service-level agreements (SLA) must be collected by product management for consideration in the product backlog for the development workstream.

According to @JeffSheen 's book on customer experience management, all companies wishing to manage their customer feedback effectively must have an integrated platform that includes the following components: listen, learn, and act. Listen: This encompasses interaction feedback, online feedback, survey feedback, and operational data. Learn: This involves theme detection, sentiment analysis, emotion and effort analysis, intelligent scoring, conversation analytics, predictive drivers, and workflow automations. Act: It includes channel preference, customer engagement, personalization, closed-loop feedback, and insight discovery.

In my experience, I would like to add another insight. Not all VoC will be meaningful. A Voc that contains accurate and unbiased data will be the best fit for creating innovative products. However, it is important to gather raw data from both happy clients (VoHC) and unhappy clients (VoUC) and treat it consciously to convert it into meaningful information. By analysing and understanding the feedback from both satisfied and dissatisfied customers, businesses can gain valuable insights that can drive innovation and improve their products or services. Ensuring the accuracy and unbiased nature of the data is essential to make informed decisions and develop innovative solutions that meet customer needs effectively.

Okay, so as the name suggests, the VOC is how your customer felt about the product, how he is feeling about the product and how he wishes to feel about the product. Take the insights to address the gaps and needs within reasonable budget considerations and when done, use the same advocates to spread the gospel. Rinse, Repeat. Look out for the point though where marginal improvements may not be meeting ROI and restrategize.

Um dos conceitos de inovação que mais gosto é: "fazer de forma diferente algo que sempre foi feito da mesma maneira, a fim de obter melhores resultados." Um dos principais objetivos de CX é diminuir a quantidade de atritos da jornada do cliente. Quando pensamos em como eliminar um determinado atrito, estamos pensando em como fazer algo de forma diferente para melhorar a percepção do cliente naquele determinado ponto da jornada, ou seja, quando essa nova forma de "fazer" é aplicada e for evidenciado os resultados positivos, temos a inovação. E só conseguimos trazer essa inovação para dentro de casa se dermos voz para os nossos clientes.

Listening to the VoC is important, but what you do with it is even more important. Correctly analyzing the data gathered, coming up with actionable insights from your analysis and actually taking those actions to better the outcomes for your clients and for the business in general is very key to getting best benefits from the voice of the customer.