When you can attribute a 20% revenue gain to a customer centric culture or program, you get noticed. And that's exactly what happened to several Voice of the Customer thought leaders during the annual Allegiance Engage Summit 2011 in Deer Valley, Utah.
Jim Bampos, VP of Customer Quality at EMC Corporation, was one of the show stealers–and for good reason. Unlike many companies who talk a good game about putting customers first, EMC can prove it.
EMC dances on the leading edge of the Voice of the Customer (VoC) movement.
Interview with Jim Bampos (listen time: 7 minutes)
VoC programs emerged from the market research milieu. This term describes the in-depth process of capturing a customer's expectations, preferences and aversions. Specifically, VoC systems produce a detailed set of customer wants and needs and prioritizes them in terms of relative importance and satisfaction with current alternatives. Highly evolved VOC program leaders also analyze and act upon free form customer comments from multiple sources, including call centers, salespeople, Twitter, etc.
Facing an 8-figure revenue shortfall, the Head of Digital and Marketing of a large member-driven organization turned to our team for guidance. We helped them build a vision and a framework for a “Value Sprint” approach. This allows them to rapidly align their teams to deliver the right customer value at the right time, and through the right channels.