Your Customer's Pain Points

(the business you are selling to)

1. Uncertainty about their own Customer's Experience whilst engaging with their brand.
2. Not being able to respond to a Customer's negative feedback real time.
3. Not having a tool to keep bad reviews off online portals ie. social media / online review portals.
4. Not having a tool to find out what Customers were looking for and did not find.
5. No mechanism to build a Customer Database for ongoing promotions.   
6. No mechanism to feedback on staff - both Superstars and those who are not brand champions. 

The Solutions that "Voice of the Customer" Delivers

1. A clear rating (out of 5) from the Customer about their Experience.
2. The ability for one of 2 nominated staff members to immediately engage with the Customer (hopefully whilst they are still inside your business) to engage and resolve any issues.
3. With a resolution - online reviews are not negative but balanced.
4. The ability to connect with a Customer about items not found.
5. The opportunity to build a database of Customers that have opted in (POPI compliant) to hear about promotions and special offers.
6. The ability to hear and immediately recognize staff that are Superstars (Super Hero programme) as well as identify staff that are harming the brand.
7. Reports that will define exactly what information has been collected. (Weekly and Monthly)

Reminders about Pain Points

(These points will be your Agitators)

1. Remind your Customer that bad reviews will harm their brand.
2. Remind your Customer that recognition of Superstars on their team builds Staff Morale.
3. Remind your Customer that the ability to resolve a customer complaint face to face has the opportunity in most cases to create a Customer for life.
4. Remind your Customer that engaging with Customers (their feedback) and responding appropriately builds positive brand experience as Customers start to feel significant.
5. Remind your Customer that building a POPI compliant database is hugely valuable for their ongoing engagement with their Customers.

The Wins Delivered by Voice of Your Customer to a Business

1. Creating engagement with Customers that is real and keeps the business current with their Customers real time experience with the brand.
2. Creating and growing a database that will allow the business to talk to their Customers.
3. A motivation to the team within the Business to create positive experiences as they know that Customers can give feedback (positive and negative) easily.  Superstars get recognised as do Slugs.
4. Building brand significance with Customers as the brand engages with them around feedback.
5. The opportunity for the business to turn Customers who have had negative experiences into Raving Fans.
6. Regular Reports that are generated to support all the data collected sent in a combination of weekly and monthly submissions.

Investment or Expense?

Remember that most Businesses will try and deflect something that they do not see as essential if it is presented as an expense.  Changing your language and using words like Investing in your Success, will start them thinking about this in a different way. 

One of the most powerful ways is to engage with a product that is a good seller for them ie.  If you are in a coffee shop you might select a cappuccino. 

Present it by doing the following calculation:

Take the Cost of Voice  (eg. $75) of the Customer and Divide it by the Cost of the Cappuccino (eg. $2.50).

$75 divided by $2.50 = 30.

Then ask your Customer if all the value they are going to receive is worth an investment of a cappuccino every day.

^{Please note that the values used above are examples only.}