1. WANT
BETTER VOC?
ASK THEKISS
QUESTIONS

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. 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. • 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. 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. 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. • 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. 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