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ANOTHER WORD FOR MARKETING - HOW ABOUT VOICE OF THE CUSTOMER?
I think the smartest companies ask their customers what the requirements should be for the product or service and then work backwards? The not so smart, designs a product/service and then figures out ways to market and sell it. Which one are you?
Listen to the Voice of the Customer?
A great tool is the Kano Model that measures three types of Customer needs. Its premise is that if you only do what the customers tell you to do, you are only meeting one-third of the equation. You also have to address performance needs and excitement needs. It is great tool to use so that you can address these issues in step two of the process below.
Loyal Customers Build Sales
Having satisfied customers is no guarantee of improved business results. Satisfaction is a passive state: a willingness to stay until something better comes along. Loyalty is a long-term commitment to the brand or organization and is linked to share-of-wallet and retention. Identifying and measuring what’s important to the customer and improving your company’s performance on those critical issues is a proven way to build revenue and retain customers.
The Power of RealTime Electronic Customer Feedback
The author discusses the many and varied benefits of creating a real-time feedback loop between yourself and your customers, both for immediate operational issues and long-term strategy.

Other voice of the customer Related Articles

8 Simple Rules for Leaving Compelling Voice Mail Messages
Asking questions by leaving messages in people’s voice mail is tough, but not impossible. If you use it effectively, voice mail is a great way to leave a brief but useful message for a prospective customer, or use a question as a teaser that leaves your prospect eager to learn more.
Your Ideal Client – A Key Concept for Solo Business Marketing
Have you ever had a client/customer that was more trouble than they were worth? Maybe they were always late to pay, or didn't do what they said they'd do. Maybe you just had a personality clash, or they expected more than you were able to offer. Whatever the situation, chances are you had an inkling when you first met that client...a tiny voice that you didn't listen to, that was probably overshadowed by the bigger voice that said, "hey it's business, I'll take it!" Learn to say "No!" to those clients, before they start draining your energy!
The Voice of Action
The voice that says "YES, this is the right decision", "No, let's pass on this", or even "Hmm, let's mull this over a bit." In each instance your voice within advises you to take action, even if it is in-action. But do you really listen to it, or do you scoff at the idea that you actually pay attention to your inner voice?
Communication A.P.P.E.A.L.
To succeed as a business owner, you need to create and refine your "entrepreneurial voice." I believe that voice has three components: your private voice (what you say to yourself); your public voice (what you say to the world); and your personal voice (what you say to clients). These three voices, while distinct, still need to align and resonate with one another to successfully run your business. In this article, I offer a perspective on what makes your communication appealing -- those qualities you can cultivate in each of your three voices to be more confident, genuine, and effective in every area of your business and your life!
IN THE CONTEXT OF CUSTOMER LOYALTY, NEW NIKE-TIGER WOODS COMMERCIAL IS ON POINT
While some may think that the new Nike/Tiger Woods commercial is a bit strange, in the context of customer loyalty, engagement and true “Voice of the Customer” it is actually spot on.

If Your Business had a Voice, Who would it Sound Like?
Every business has a voice that comes through in your marketing. That voice has the power to grab your prospect’s attention and hold it, or make them turn away in boredom or frustration. So if you’ve never given the voice of your business a second thought it’s time to reconsider.

Your Intuition is Speaking. Are You Listening?
The voice that says “YES, this is the right decision”, “No, let’s pass on this”, or even “Hmm, let’s mull this over a bit.” In each instance your voice within advises you to take action, even if it is in-action. But do you really listen to it, or do you scoff at the idea that you actually pay attention to your inner voice?
Today's "rant" - voice mail
How often do you call a client and get their voice mail? 80-90% of the time, yes? So why do we keep delivering voice mails that ramble on letting everyone know how unprepared you were to leave a voice mail?! Here are some really simple things you can do to increase callbacks and decrease “message skipped/deleted”
Your Internal Board of Directors ... Part I: Who's In Charge?
Have you noticed? When it comes to running your business, you have a lot of different voices in your head. You have the voice that tells you to work on your business plan, and the voice that tells you that you need to answer that email. You have the voice that encourages you to write an article to promote your business, and the voice that tells you it would never get published. You have the voice that wants you to hire an assistant, and the voice that says it’s easier to do everything yourself. With all the chatter going on in our heads, it is actually amazing that anything gets done!

Effective VoiceMail Messaging: Do's and Don'ts
Whether we like it or not, voice mail has become the first step in the sales process. There is quite a bit of debate surrounding whether to leave voice mail messages or whether to just keep dialing a number in the hope that the prospect will answer the phone. We vote for leaving voice messages....why miss an opportunity to create an impression?
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