Voice of the Customer Research Framework
Our in-depth True Voice of the Customer Research Framework (VoC) is designed specifically to help you understand the “why” of the CX research measurements through meaningful, actionable, and drivable feedback. With deep and candid insights into what your clients really feel about doing business with you, this framework is tailor-made for your company to ensure you uncover business growth opportunities that have been there all along, as well as help you to retain your key client base, mitigate risk, and drive accountability.
Good VoC CX research goes beyond sending surveys and hoping for kind comments. It digs deeper and shifts from collecting aggregate data to collecting information about each individual. Most importantly, it asks the right questions. While collecting feedback has always been an important part of marketing, knowing how to use this feedback to constantly improve your offering will set you apart from your competitors. You need to speak directly to your customer’s ever-changing needs.
Take a look at our 10-minute explainer video on how we use our True Voice of Customer Programme to increase a company’s sales by up to 30%. Purposefully designed with three unique stages, this framework is a game-changer for businesses, taking them from being genuinely customer-unaware to customer-centric.
Interested to see how our True Voice of Customer programme can increase your sales by up to 30%?
Strategic client research
This involves conducting strategic research with key decision-makers and stakeholders. This study’s findings reveal how well you are meeting your customer’s needs and demands and identifying key areas of risk, which is detrimental to client retention.
Operational research
At the management level, we conduct operational research to provide insight into your day-to-day operations. You’d be surprised how much of what happens at this level either enhances or detracts from your client’s experience. Understanding what needs to be improved internally to meet your customers’ expectations is a key takeaway from our operational level.
Customer focus groups
Our expert customer experience research facilitators lead focus groups to collect customer feedback and actionable insights. Our approach is collaborative, putting participants at ease and engaging them. Our collaborative methodology not only tests customer sentiment, but customers are more likely to be truly open and honest because we are independent of your company. While feedback can be negative at times, it is extremely beneficial in developing deeper relationships with your clients.
Employee engagement research
Often an overlooked area in companies, employee research helps us to gain a thorough understanding of employee work satisfaction and involves a deep dive into what’s making them happy or unhappy. We then work closely with your team to design practical solutions that empower them, and improve productivity, customer service and overall performance.
"When we are managing so many different brands under one account, it is critical that we know what’s going on across all of them. Having a continuous understanding of how the client feels about us or rates our services, we can proactively make adjustments where necessary, thereby keeping them satisfied with our offering and securing contract renewals."
"As a consequence of CX intervention and client interviews, we’ve been able to use Customer Experience as our main differentiator. We’ve retained big contracts and picked up on things that have enabled us to redefine, adapt, or innovate our offerings. Our ability to timeously be both proactive and reactive is what sets us apart from our competitors"
"nlightencx delivered on their promise and our expectations were fully met. They took the time to scope the interview questions with me and the feedback that we received was spot on. They are extremely professional. We see huge value in engaging with nlightencx. They offer a personal touch in hearing the voice of the customers. I much prefer this approach to an online survey. The interviews are professionally conducted, and the feedback has been trustworthy and informative. This speaks volumes about nlightencx’s credibility. "
"nlightencx consistently demonstrates that they understand our expectations. The qualitative feedback they have provided in terms of our client’s perception of our service has helped us to keep on top of our game. We have transformed the business as a result. There is a growing trend globally to provide evidence of the CX. We have an internal process at Tsebo to monitor client feedback and the research from nlightencx provides the qualitative element. They have been a great support on this journey."
"nlightencx will always be a partner that we can use for research and as a sounding board. They have assisted with tactical business projects where we needed some immersion work to be done to inform the way forward for those projects We see them as a trusted partner who offer thought leadership and insight into global best practice. We need to continuously be innovative, and I believe that this is the area that nlightencx adds value. "
"We have developed an ability to deal with different clients who have very specific needs. We are learning through the constant feedback we receive from nlightencx’s research that we need to curate our offerings according to our different clients. For instance, no two events, shows, or conferences are the same, and it can be just one verbatim comment from a client that can influence how we adjust our offering so that we can deliver a better customer experience"
If you’d like to know more about the services we offer, send us a message and we’ll get back to you.
Great Customer Experience is the sum of every interaction a customer has with your business that determines how they perceive it.
Whether it’s a once-off encounter or a culmination of experiences with your employees, systems and channels, services, or products, every touchpoint plays a role in how your client feels about you.
By developing and implementing a robust CX strategy, your business can enjoy increased customer loyalty and repeat sales.
In many B2B organisations, 20% of your key clients will give you up to 80% of your sales. To ensure that you retain this key business, you have to be willing to really listen to what your clients are saying. This can sometimes generate some hard-to-hear results, which is why using an outsourced Client Experience (CX) service provider can assist with a more objective analysis.
Our approach, as one of the best customer experience companies globally, is to partner with you to enhance your customer experience, in every interaction, from the outside-in with our CX services.
To this end, we have grown a prominent network of local and international customer and client experience experts, allowing us to combine international best practice with local insight.
As multi-award-winning multidisciplinary, internationally acclaimed Customer Experience Agency, our highly-skilled team of CX professionals will enable you to consistently deliver exceptional Client and Customer Experiences.
By partnering with us, we will work with you to develop a fail-proof Customer Experience plan that will:
We use an award-winning multidisciplinary approach to tailor end-to-end Customer Experience services, solutions, and methodologies for your business.
Our in-depth Voice of the Customer research framework (VoC) is designed specifically to help you understand the “why” of the measurements through meaningful, actionable, and drivable feedback. Our promise with our VoC offering is to give you meaningful, actionable insights that work to retain your clients and grow your business.
Proactively address your customers’ needs in real-time, with the nsights real-time reporting platform; a proprietary online platform that allows immediate access to customer feedback in a seamless and easy-to-use way to drive CX changes.
By extracting key customer research insights, we develop an action-focused Customer and Client Experience strategy that is in line with your business goals. This strategy provides your team with a solid CX blueprint that they can follow, which will ensure everyone is on the same page, and working toward a shared vision.
Equip your management teams with the framework, knowledge, and skills to deliver world-class customer experiences. We offer various open and customised CX training, as well as our signature SETA-accredited Train-the-Trainer Programme.
Used by the world’s most successful businesses, Customer Journey Mapping (CJM) has become the go-to method for designing and redesigning the customer experience. An indispensable business tool, we teach you how to think like your customer and experience your product or service as they do.
Using specialised key design thinking principles, we’ll help you redesign and optimise your existing customer journey, as well as work to identify and develop new best-in-class experiences to set you apart from your competition.
