Voice Of Customer, VoC, has become a compelling strategic exercise for companies looking to improve
Enterprises rely on Voice of the Customer, VoC, exercises delivered by an independent third party to better understand their customers’ expectations and levels of satisfaction, in order to deepen collaboration and build intimacy. Using third-party research providers can help gather non-biased feedback across business units and sectors. Gaining insight into a company’s customers and the markets it caters to is crucial for making informed decisions that sustain loyalty and identify new revenue streams. Referencing existing customers can be combined with other consulting exercises to pinpoint opportunities and competitive positioning.
Victanis' sectoral expertise enables highly insightful VoC exercises to be carried out
Victanis has developed a robust proficiency in conducting VoC exercises that provide vision into customer preferences, issues, and grievances, enhancing customer satisfaction and loyalty. Clients often find it easier to speak candidly with external parties rather than relationship holders such as account managers and procurement personnel.
VoC is the collection of feedback regarding a company, its products, or its services through interviews with its customers and stakeholders. This can be conducted in full transparency, where the company introduces Victanis to the relevant people to contact, or on a no-names basis, in which Victanis identifies and engages with the company’s customers without revealing the company's identity.
External VoC exercises conducted by Victanis allow for fair and equitable referencing across a selection of customers, avoiding bias towards only the clients with the best feedback.
A VoC exercise requires careful preparation to design an interview guidance document that extracts the maximum amount of feedback and information in the minimum amount of time, whilst also creating comfort from the outset by demonstrating a good understanding of the customers’ activities and markets.
As both a strategy consultancy and a market expert, Victanis can pair the qualitative information of a VoC exercise with the data-driven quantitative insights of market analysis to provide a powerful tool for business assessment and growth.
Our team consists of seasoned professionals with deep industry networks and sector-specific expertise, ensuring every project is backed by strategic insight and returns of experience.
With extensive knowledge of the countries and cultures we operate in, we succeed in matching the unique dynamics of each market and business case and in delivering seamless and respectful cross-border projects.
We offer a hands-on, project-driven approach to strategy and M&A, specializing in cross-border transactions with a focus on delivering tangible results through tailored, detail-oriented execution.