Brands know that getting a better understanding of their customers and their journey is key to creating a winning customer experience strategy. Read how Crédit Agricole Consumer Finance has transformed its Voice of the Customer programme and is gaining deeper insight with vecko by Eptica…
Businesses have been running Voice of the Customer (VoC) programs for some time, but in many cases overall customer satisfaction has actually deteriorated. Part of this is due to rising consumer expectations, but it is also due to a failure of VoC programs to deliver a real return on investment by driving significant changes in the business.
In today’s time-poor world, consumers increasingly pick who they buy from, and what channel they use, based on ease of use. This can be seen in the growth of local shopping at the expense of out of town supermarkets, as well as the rise of techniques such as Click and Collect that make it simple to pick up online purchases at a convenient location.