Discover the highlights of feedback from B2B and B2C companies such as car manufacturers, energy companies, insurance companies…
Grades of wrath
The teams working for this energy provider tend to react to the customer feedback they receive with a simple “Customers are wrong!” reaction. The company’s Voice of the Customer referent’s answer: “Maybe, but their perception is real, so let’s take it into account!”
Voice of the Customer, a driving force
This insurance company is amazed by the involvement of its teams in Voice of the Customer. VoC is one of the key items that can be shared to re-energise your teams.
This car manufacturer raises the awareness of its teams so that they look first and foremost at the verbatim (filled with insights) rather than the score in a vacuum, which makes very little sense.
Product Development Manager 3.0
This DIY brand has revolutionised the job of Product Development Manager, now product-focused leaders of the customer community.
Customer 60 seconds
This insurance company starts each weekly ExCom with the “customer minute”, narrating a positively remarkable customer story or, on the contrary, targeting an area for improvement.
From invisibility to transparency
This energy services leader’s customer expectations are constantly evolving. While it was earlier desired that the provider remained mostly invisible during interventions, it is now expected that the company offers complete transparency (When? Where? Who? Why? How much time?…)
Support collaborators in order to better support customers
One of this car manufacturer’s top-priority project is the coaching of its salespeople, in order to raise awareness on the importance of welcoming and caring about the current and future customers.
Less consume to earn more
This energy brand accompany customers in the energy transition. Its sales logic is totally reversed because its interest is now that consumers decrease their consumption.
Although the different teams of this car manufacturer’s sales department work on each side of a same corridor, it was only three months ago that the head of the communication department learnt that surveys had been conducted for years…
Less effort, more comfort
This prominent insurance company’s Voice of the Customer Director gives the following analysis of the insurance sector: the main pain point is the hassle that customers have to go through in order to complete their order, requiring them to go back and forth between different departments. The resulting feeling: “My advisor can’t take care of me alone”
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