Voice of the Customer
Customers.com^® Consulting Services

The best way to gain and keep a competitive edge is to engage your customers in helping you plot your course. Customer input starts at the beginning of every business process design and/or product or service design. Identify your target customers' most critical issues. Understand their context deeply. Engage them to identify opportunities for innovation and improvement. Learn to design from their perspective. Measure your success by their success. Align everyone in your organization and ecosystem around customers' goals and issues.

We'll help you establish an integrated framework of customer input, customer engagement, and customer success metrics that will drive your firms' priorities. We can help you launch and nurture Customer Advisory Boards and vibrant online customer communities.

Our action-oriented approach unifies and amplifies the Voice of the Customer by linking insightful customers with your project teams to ensure a customer-first approach. Let us help you to:

• Surface customer dissatisfiers and concerns
• Understand your customers' context and goals
• Appreciate how they want to do business with you and what activities and issues they care about
• Identify customers' Moments of Truth—what matters most to them
• Use their metrics to measure how well you are doing in supporting their goals
• Benefit from their insights and ideas
• Validate your plans before you invest
• Nurture lasting win/win relationships with your clients

We custom-tailor each project to our client's goals. Voice of the Customer projects may include any of the following activities:

Customer Recruiting	We identify and recruit the customers who will give you the most valuable insights and actionable input.
Customer Interviews	In-depth individual and group interviews to understand what they really care about and why. Discover their critical issues and goals and get them to specify their success metrics for each.
Customer Advisory Boards	Recruit members, design and facilitate meetings, and manage CABs. Solicit ongoing input from your “lead customers” — those clients who are using your offerings to best advantage and/or have innovative ideas for improving your products/services and growing your business.
Customer Co-Design	Team your passionate customers with your top executives and subject matter experts to work side by side to co-create new processes, solutions, products/services, and brand experiences. Turn customer designs into actionable roadmaps and business cases.
Virtual Observation Sessions	Observe your customer trying to perform activities online and on their computers. Get their ideas about better ways to handle roadblocks and/or to streamline processes.
Lead-Customer Communities	Identify and recruit lead customers to act as a 24x7 "sounding board." Stimulate lead-customer participation in online communities to garner new ideas, insights, and innovations.
Transactional Customer Surveys	Survey customers after each interaction or transaction to get their feedback. Identify customer-critical issues so you can remedy them quickly. Integrated transactional survey feedback with annual customer loyalty surveys and operational customer metrics to establish an integrated customer experience monitoring framework.
Organizational Alignment around Customers' Issues	Ensure that employees are joined at the hip with customer advisors as they implement and execute customer-critical processes.