GET YOUR CUSTOMERS VOICE INSIDE YOUR STRATEGY
UNCOVER CRUCIAL INSIGHTS FOR A CUSTOMER-CENTRIC STRATEGY
FUEL YOUR STRATEGY WITH INSIGHTS ACROSS YOUR WHOLE BUSINESS IN 8 WEEKS
WHAT IS A
VOICE OF CUSTOMER PROGRAM?
✓ Gather
✓ Analyse
✓ Implement
What, or who drives your strategy? Is it industry trends? Social Polls? Or are your customers at the core of all the strategic decsisions you make?
A Voice of Customer (VoC) Program will capture and analyse in-depth customer insights to feed your strategic roadmap and create a truly customer-centric culture.
Get 360 degree view of your customers, thoughts, feelings, shopping behaviours and competitive insight. Reveal gold nuggets straight from your customers mouths.
READY TO DISCOVER YOUR OPPORTUNITIES? BOOK A FREE CONSULTATION VALUED AT $1500 & DISCOVER YOUR CX MATURITY RANKING
Do you feel like there’s been a recent disconnect between your audience and marketing? Or maybe you feel like your existing customers have outgrown your product offering or have simply moved on to other businesses?
MI Academy’s Voice of Customer Program is a great way to analyse how your audience feels. How do we do it? We’ve boiled it down to a science that operates by combining qualitative and quantitative data. We start with a comprehensive survey, identifying the root causes of your Customer experience and opportunities. We then align your business strategy to focus on key projects that will enhance your entire organisation, from marketing to finance, to ensure you achieve the best possible outcome for your customers and even staff retention.
We offer a comprehensive customer experience program that will help you put your customer front and centre
THE PURPOSE OF CAPTURING VOICE OF CUSTOMER
FOCUS ON EXISTING CUSTOMERS
You might know why customers came to do you, but do you know why they stay?
Discovering why customersstay and how you can make their experience better. By focusing on existing customers, you can immediately increase your sales probability from 30% to 70%.
Source: Marketing Metrics
INVEST IN CUSTOMER RETENTION
Did you know that acquiring a customer can cost 5x more than retaining an existing customer?
With our help and your data, you can implement strategies that will turn more 1st time customers into long term loyal customers.
Source: Invesp
GAIN CULTURAL ALIGNMENT
Companies that invest in VoC Programs have better Employee Experience (EX) and Customer Experience (CX) alignment and can see a 22% uplift in profitability and 21% in productivity when compare to brands that don't.
Source: Gallup
TIE YOUR INSIGHT TO STRATEGY
Strengthen your strategy with real, tangible data that will help support your strategic roadmaps.
We will help you not just gather insights but help you create and deliver a roadmap that will ties insights into strategy. Source: Super Office
READY TO DISCOVER YOUR OPPORTUNITIES? BOOK A FREE CONSULTATION VALUED AT $1500 & DISCOVER YOUR CX MATURITY RANKING
WHAT OUR CLIENTS SAY ABOUT INVESTING IN VOICE OF CUSTOMER
✨OPTIONS TO SUIT NEEDS & BUDGETS✨
MI Academy offers a range of survey solutions. Whether you’re looking for an intensive workshop that trains you and your team or a customised solution where the heavy lifting is done for you, we’ve got you covered.
Here are the three options currently available:
TEACH YOU
DIY Survey Course
This DIY Survey workshop helps you develop and execute your own VoC Customer Experience (CX) survey.
Ideal for SME's or businesses that wants to strengthen inhouse Customer Exoerience skills.
Delivered over two workshops, learn how to build, analyise and implementa Voice of Customer Program youself!
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.
From conceptualisation to execution, we work side by side with you, ensuring every step is aligned with your business's specific needs. Perfect for a small-to-medium-sized business that is planning to expand and wants to save time.
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.
Our team of experts takes full responsibility for designing, implementing, and analysing your customised VoC survey. Best for businesses that are time-poor and would rather focus on other areas of the business but know this data will be invaluable to future success.
WE'VE HEARD 46,000+ CUSTOMER VOICES 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
UNLOCK STRATEGIC MATURITY
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
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.
BOOK A FREE CONSULTATION VALUED AT $1500 & DISCOVER YOUR CX MATURITY RANKING
✨ IMPROVE YOUR CUSTOMER'S EXPERIENCE WITH MI ACADEMY ✨
By understanding your audience better and adapting to their needs, you set the stage for overall customer satisfaction and increased loyalty. Our Voice of Customer Program offers a spectrum of tailored solutions designed to fit your unique business requirements.
Whether you opt for a DIY approach or a fully managed service, we’re here to assist every step of the way. To learn more about how we can help, book an obligation-free consultation with us today.
FAQS
What is a Voice of Customer Program?
The Voice of Customer Program by MI Academy is designed to thoroughly analyse audience sentiment by blending qualitative and quantitative data. It begins with a detailed survey to pinpoint the core issues and opportunities in customer experience. This data then informs your business strategy, focusing on key projects across various departments to optimise outcomes for customers or staff retention.
What Customer Data Do I Need for This Program?
To make the most out of our Voice of Customer Program, you'll need to gather specific customer data that can significantly enhance the insights derived from the surveys. This includes:
Basic Demographic Information: Such as age, gender, and location, which helps in segmenting the data and understanding different customer groups.
Purchase History and Interaction Data: Information on past purchases, service interactions, and touchpoints with your brand. This helps identify trends, preferences, and areas of friction.
Feedback and Satisfaction Scores: Previous survey responses or feedback collected through other channels provide a baseline of customer sentiment.
Engagement Metrics: Data on how customers interact with your website, social media, or other digital platforms offer insights into their behaviour and preferences.
What Is CX Training?
Customer Experience (CX) Courses involve educating your team on the key principles and practices needed to deliver exceptional experiences. It focuses on understanding customer needs, empathising with their journey, and designing interactions that not only meet but exceed their expectations.
Our training also focuses on the practical application of tools and strategies to capture and analyse customer feedback effectively, enabling continuous improvement. You can also use our training to create surveys to track Employee Experience (EX).
What Am I Getting Out of This Program?
Participating in the Voice of Customer Program provides your business with a myriad of strategic advantages:
Enhanced Understanding of Customer Needs
Dive deep into what your customers truly want and expect from your brand.
Data-Driven Decision Making
Empower your strategy with solid data, reducing guesswork and aligning initiatives with customer desires.
Cost Efficiency
Understanding and retaining your current customers is more cost-effective than acquiring new ones. Our program helps you invest wisely, maximising ROI.
MI Academy is a customised training provider. We combine strategy and training to help retailers transform their customer experience (CX), marketing, approach and impact.