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Change the Business Landscape
with Voice of Customer
Kiriakos Kiriakopoulos
Senior Solution Manager, Uni Systems
A Typical Customer’s Life Today is Radically Different
Today’s Customers Drive Your Business
86%
of customers say they would
pay more for a product or
service with a better CX.
79%
of customers feel that a
business’s CX is just as
important as its products or
services.
58%
of customers stopped doing
business with at least one
company last year because of
poor customer experience.
What your customers have to say about CX – positive
or negative, product feature suggestions, pain points,
etc. – is the VoC of your business.
Today’s Customers Drive Your Business
1. Gain Direction on Your CX Priorities
Tap into interactions
Experience leaders and their teams can easily
capture a complete picture of the customer's
journey and how their demands are shifting
Exploit all types of feedback
Unstructured and solicited customer feedback
such as surveys and interviews.
The new normal
Validate strategic decisions, mitigate risks and
stay ahead of trends
you’re able to quickly adapt to the changes of the market
and confidently invest in solutions your customers will
actually value without having to just guess the “Why”
behind their purchase decisions.
By leveraging Voice of
the Customer data
2. Improve Offering Development
Internal support systems
Online review sites
Social media
3rd party systems
Net Promoter Score
Customer Satisfaction Score
Customer feedback inspires new products and features.
How easy is it to successfully use all of the available sources of feedback?
1. Gain Direction on Your CX Priorities
3. Shape Your Marketing Strategy
Following your marketing campaigns to judge
what's working. Adjust when it’s not quite
right; and expand your efforts, or celebrate
your success when you hit it big.
Yesterday
Use machine learning to automatically
analyze online reactions while keyword
extraction can uncover new trends in
the industry just as they emerge. You
can now craft more targeted messaging
Today With Sentiment Analysis
Increase upselling and cross-selling by 15-
20% and spend 25% less on customer
retention.
2. Improve Offering Development
1. Gain Direction on Your CX Priorities
24% 66%
The gap in stock prices between ‘CX leaders’ and ‘CX laggards’
2019 2021
4. Differentiate to Win
Close experience gaps, quickly Get closer to customers
3. Shape Your Marketing Strategy
2. Improve Offering Development
1. Gain Direction on Your CX Priorities
5. Grow Your Business
80%
Happy Customers
Satisfied customers spend 80% more.
They come back more often. Happy
customers means more revenue per
transaction.
35%
Dissatisfied Customers
Dissatisfied customers spend less by
35%. They don’t follow you when
you’ve dissatisfied them.
8%
Digital Experiences
Bad digital experiences result
in an 8% loss in revenue.
4. Differentiate to Win
3. Shape Your Marketing Strategy
2. Improve Offering Development
1. Gain Direction on Your CX Priorities
I asked ChatGPT how
Voice of Customer solutions will Change
the Business Landscape
“Whoever understands the
customer best, wins!”
– Mike Gospel
Thank you!

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Change the Business Landscape with Voice of Customer

  • 1. Change the Business Landscape with Voice of Customer Kiriakos Kiriakopoulos Senior Solution Manager, Uni Systems
  • 2.
  • 3. A Typical Customer’s Life Today is Radically Different
  • 4. Today’s Customers Drive Your Business 86% of customers say they would pay more for a product or service with a better CX. 79% of customers feel that a business’s CX is just as important as its products or services. 58% of customers stopped doing business with at least one company last year because of poor customer experience.
  • 5. What your customers have to say about CX – positive or negative, product feature suggestions, pain points, etc. – is the VoC of your business. Today’s Customers Drive Your Business
  • 6. 1. Gain Direction on Your CX Priorities Tap into interactions Experience leaders and their teams can easily capture a complete picture of the customer's journey and how their demands are shifting Exploit all types of feedback Unstructured and solicited customer feedback such as surveys and interviews. The new normal Validate strategic decisions, mitigate risks and stay ahead of trends you’re able to quickly adapt to the changes of the market and confidently invest in solutions your customers will actually value without having to just guess the “Why” behind their purchase decisions. By leveraging Voice of the Customer data
  • 7. 2. Improve Offering Development Internal support systems Online review sites Social media 3rd party systems Net Promoter Score Customer Satisfaction Score Customer feedback inspires new products and features. How easy is it to successfully use all of the available sources of feedback? 1. Gain Direction on Your CX Priorities
  • 8. 3. Shape Your Marketing Strategy Following your marketing campaigns to judge what's working. Adjust when it’s not quite right; and expand your efforts, or celebrate your success when you hit it big. Yesterday Use machine learning to automatically analyze online reactions while keyword extraction can uncover new trends in the industry just as they emerge. You can now craft more targeted messaging Today With Sentiment Analysis Increase upselling and cross-selling by 15- 20% and spend 25% less on customer retention. 2. Improve Offering Development 1. Gain Direction on Your CX Priorities
  • 9. 24% 66% The gap in stock prices between ‘CX leaders’ and ‘CX laggards’ 2019 2021 4. Differentiate to Win Close experience gaps, quickly Get closer to customers 3. Shape Your Marketing Strategy 2. Improve Offering Development 1. Gain Direction on Your CX Priorities
  • 10. 5. Grow Your Business 80% Happy Customers Satisfied customers spend 80% more. They come back more often. Happy customers means more revenue per transaction. 35% Dissatisfied Customers Dissatisfied customers spend less by 35%. They don’t follow you when you’ve dissatisfied them. 8% Digital Experiences Bad digital experiences result in an 8% loss in revenue. 4. Differentiate to Win 3. Shape Your Marketing Strategy 2. Improve Offering Development 1. Gain Direction on Your CX Priorities
  • 11.
  • 12. I asked ChatGPT how Voice of Customer solutions will Change the Business Landscape
  • 13. “Whoever understands the customer best, wins!” – Mike Gospel