Voice of the Customer (VOC) has become a well-respected market research technique—but it doesn't come without difficulty. Allegiance removes many cost and time barriers of traditional research and adds the advantage of combining in-depth data from multiple channels. Our VOCi® approach delivers not only customer insight, but customer intelligence.
What do we mean by 'intelligent'? We mean feedback data that is actionable. That enables business managers to enact changes based on measured scores and insights. True customer intelligence delivers high-value insights that transform your business.
The focus of a VOC program should not be to launch more surveys and to gather more data. It should be to create highly actionable business intelligence that moves the needle at your company. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story.
Most often, VOC programs are found lacking because they provide only scores, changes in scores, or data that only hints at a solution. Rather than simply telling business managers there is a problem and SAT scores are down, Allegiance VOCi pinpoints the very reasons behind the scores. You can point out comments and stats to help people see the impact of fixing the problem.
VOC shouldn’t be treated as a statistic. It is an integral part of your overall business story. Allegiance VOCi gives you the ability to give key executives in your business data that is extremely relevant to them and their responsibilities. With this data, processes in departments across the board can be refined—and the results measured in future reports.
Not only does Allegiance combine feedback from multiple channels, we integrate operational data within your organization as well. We match up traditional Business Intelligence data (such as CRM, financial, human resource, etc.) with relevant customer and employee insights. Seeing this data side by side tells a powerful, accurate story about your business takes the guesswork out of strategic planning.
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