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WANT
BETTER VOC?
ASK THEKISS
QUESTIONS
Many of today’s Voice of the Customer-gathering
efforts are based on aging business rules or
designed to validate our serv...
HOW ARE WE
DOING?
•	When collecting unfiltered VOC, this
question misses the mark
•	The subject is not based on the
person...
•	Questions about a last transaction may focus
more on company attributes than the
customer’s perspective.
•	This question...
WHAT IS IT LIKE
WITH US?
•	This question opens the door for more
honest customer feedback and leads
us to THE KISS QUESTIO...
K – What should we KEEP doing (what are we doing well)?
I – What should we IMPROVE (where are my blind spots)?
S – What sh...
•	 KISS helps us gain greater insights into the unfiltered VOC and
offers increased visibility into the changing nature of...
We help companies tap into the unfiltered Voice of
the Customer by applying an innovative set of guiding
principles and pr...
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Ask the KISS Questions for Better VOC

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Many of today’s Voice of the Customer-gathering efforts are based on aging business rules or designed to validate our service approaches rather than seek valid customer feedback. If you're seeking true, unfiltered VOC, ask these questions that will lead to deeper, longer-lasting relationships with your customers.

Published in: Business
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Ask the KISS Questions for Better VOC

  1. 1. WANT BETTER VOC? ASK THEKISS QUESTIONS
  2. 2. Many of today’s Voice of the Customer-gathering efforts are based on aging business rules or designed to validate our service approaches rather than seek valid customer feedback. ARE WE ASKING THE WRONGQUESTIONS?
  3. 3. HOW ARE WE DOING? • When collecting unfiltered VOC, this question misses the mark • The subject is not based on the person – the customer – but rather on our prescribed attempts to meet the customer’s needs
  4. 4. • Questions about a last transaction may focus more on company attributes than the customer’s perspective. • This question seeks to: a) Provide quantifiable data to measure employee performance b) Validate a company’s skill at selecting customer-facing resources PROFESSIONAL? COURTEOUS? KNOWLEDGEABLE? WAS THE PERSON TALKED WITH... YOU
  5. 5. WHAT IS IT LIKE WITH US? • This question opens the door for more honest customer feedback and leads us to THE KISS QUESTIONS TO DO BUSINESS
  6. 6. K – What should we KEEP doing (what are we doing well)? I – What should we IMPROVE (where are my blind spots)? S – What should we START doing to make it easier to do business with us? S – What should we STOP doing that does not add value? THEKISS QUESTIONS
  7. 7. • KISS helps us gain greater insights into the unfiltered VOC and offers increased visibility into the changing nature of the customer experience dynamic • Equipped with this information, the essential foundation is in place to develop innovative strategies to re-engage with customers and develop deeper, longer-lasting relationships • The important point is to re-evaluate our current approaches to discover the open and honest VOC as a catalyst to develop more meaningful relationship-building practices THEKISS QUESTIONS
  8. 8. We help companies tap into the unfiltered Voice of the Customer by applying an innovative set of guiding principles and process management techniques. • Professional communicator development – By applying time-tested and award-winning innovative communication approaches, we help front- line resources more successfully engage in the communication process by fine tuning reading, writing, speaking and listening skills. • Every contact matters – Using an innovative approach to the communication process, every contact is treated as a source of valuable information, providing significant insights for client companies and organizations.  • The unfiltered Voice of the Customer – Using innovative communication techniques, we help companies and organizations discover actual customer sentiment, providing an answer to the question, “What is it like to do business with you?”  Using these award-winning techniques, we have been able to assist companies and organizations of various sizes improve market reputations by increasing their responsiveness to customer concerns. NEED A PARTNER FOR BUSINESS PROCESS OUTSOURCING, BACK OFFICE PROCESSING OR CONTACT CENTERS? morleycompanies.com/bpo Laura Morris | Sr. Manager, Marketing & Communications One Morley Plaza, Saginaw, MI 48603 989.791.0179 | laura.morris@morleynet.com

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