INSTIL AN UNSHAKABLE CULTURE OF CUSTOMER CENTRICITY
UNCOVER CRUCIAL INSIGHTS FOR A CUSTOMER-CENTRIC STRATEGY
LEARN HOW THE VOICE OF YOUR CUSTOMERS CAN FUEL YOUR STRATEGY
WHAT IS A
VOICE OF CUSTOMER PROGRAM? (VoC)
✓ Gather
✓ Analyse
✓ Implement
What, or who drives your strategy? Is it short lived TikTok trends? Your competitors? Or are your customers at the core of all the strategic decsisions you make?
A Voice of Customer Program will capture and analyse in-depth customer insights to feed your strategic roadmap and create a truly customer-centric culture. It's all spearheaded by a Voice-of-Customer Survey - a method used by businesses to gather feedback and insights from their customers.
Placing your customers' needs at the forefront, a well-executed voice of the customer survey can lead to enhancements in your brand, products, and services, resulting in an unparalleled customer experience.
A WELL EXECUTED VOC WILL EMPOWER YOU TO...
FOCUS ON EXISTING CUSTOMERS
The probability of selling to an existing customer is around 70% while it's only 30% for a new customer.
Source: Marketing Metrics
INVEST IN RETENTION
On average acquiring a new customer can cost 5X more than retaining an existing customer.
Source: Invesp
GAIN CULTURAL ALIGNMENT
Companies that have better EX and CX alignment see a 22% uplift in profitability and 21% in productivity.
Source: Gallup
TIE INSIGHT TO STRATEGY
Companies who implement a Voice of Customer (VoC) strategy generate a 10X greater year-on-year increase in annual company revenue.
Source: Super Office
WHAT THE LEADERS SAY
TEACH YOU
DIY Survey Workshop
A fully facilitated all-day workshop where you will learn how to develop and execute your own annual voice of customer, CX survey. Go from insight poor to insight rich, upskilling you and your team to transform into a truly customer-centric organisation.
Inclusions
- Communications plan
- Customer Journey Mapping Template
- Wrap-Up / Loop Closing Best Practice
- Annual Survey Best Practices
- How To Design A Strategic CX Survey
- Intro to Root Cause Analysis
- Guide Your Organisation Through The Process & Gain Buy-In
- Pulse Survey Best Practices
- How To Plan A Strategic Roadmap From CX Insights
DONE WITH YOU
CX Survey Accelerator
A fully facilitated all-day workshop and 12-week support program designed to embed an unshakeable customer focus within your organisation, helping you focus on customer needs, boosting customer satisfaction and improving your customer experience.
Inclusions - Everything in DIY Survey Workshop, plus...
- Done-for-you, Editable Survey Template
- Executable Project Plan
- Strategic Roadmap
- Communications Plan
- Full Day Workshop:
- How to Conduct Pulse Survey
- How to Conduct Pulse Survey
- Customer Journey Mapping + Template
- Wrap-Up / Loop Closing Strategies + Templates
- Communications Workshopping & Review
- How To Conduct Tagging
- Intro to Root Cause Analysis
- Pulse Survey Best Practices
- 3 x WIPs (Work in progress meetings) Strategy Meetings
DONE FOR YOU
Custom Built Insights Solution
Completely done for you service. Ideal for time-stretched teams or businesses looking for independent or non-biased outsider views. Fully Support Voice of Customer Survey and supported integration.
Inclusions
- Customised Survey Build (up to 4 journeys)
- Up to 6 Verbatim Answers
- Customised Project Plan
- Customised Strategic Roadmap
- Customised Communications Plan
- Kick-Off Survey Design
- Independant Audit & Analysis
- Wrap-Up / Loop Closing
- Communications Workshopping & Review
- Survey Build, Testing & Transfer
- Tagging & Analysis
- Root Cause Analysis & Executive Summary
- Team Onboarding Lunch & Learn Session
- 2.5 Hour Insights Delivery Workshops
Optional Additions
- 1:1 Interviews
- Mystery Shopping
- Focus Staff or Customer Groups
- Employee Frontline Survey
- Strategy Support Post Survey
46,000+ CUSTOMER VOICES HEARD AND COUNTING...
46,000+
Australian consumers surveyed
+66.4
Average NPS of our clients across multiple ecommerce categories
14+
Improvement to NPS after leveraging VoC insights - Mr. Toys Toyworld
WHY YOU NEED A VOC PROGRAM
You've probably heard the line: "You can't win the game without knowing the score..." That really applies here.
How can you improve your customer's experience without getting a deeper sense of what they're experiencing? We're talking beyond reviews, customer service insights or how enthusastic and supportinve your mum is about your brand.
Turns out, there's a way to understand where you are on the path to being a customer centric brand. Introducing: MI Academy's CX Maturity Model. It's broken down into 4 phases.
PHASE 1: STARTER
You're in the early stages of the customer experience journey. There is a desire to improve your customer experience, but you're not sure where to begin.
PHASE 2: BELIEVER
You're more sophisticated than a starter, but have not yet aligned your customer initiatives to business operations. You might be using customer data in a liited way and as a result are being outdone by competitors or leaders in your niche.
PHASE 3: LEADER
Your CX initiatives are aligned to your business vision and strategy. There is a team aligment and buy in from the top down. You start to implement a strong focus on training, but more detailed interdepartmental CX insights needs to be implemented and leveraged.
PHASE 4: CO-CREATOR
You're actively co-creating CX with customers and are rating highly across all measures, particularly in leadership support, demonstrating performance and driving changes. You're kicking goals, but there is always room for improvement in aligning data across the whole business.
Need help understanding where you sit on the CX maturity scale?
MI Academy is a customised training provider. We combine strategy and training to help retailers transform their customer experience (CX), marketing, approach and impact.