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Customers no longer have just a voice they have a bullhorn, thanks to blogs, bulletin boards, social networking sites, product forums, online chat rooms, etc. There's an echo effect too, with negative stories in particular getting passed on (often with phony embellishments), and bad news can get transmitted around the world in a matter of hours. Vetra VOC™ is designed to help you hear the Voice of the Customer. This service line helps monitor every potential outlet where customer voices can be heard, and lets you know promptly what they're saying, what it means and what you should do.
VETRA VOC™ deliverables include:
- A detailed analysis for each of your products and services of the amount of VOC activity on each type of outlet in terms of the number of times your product is mentioned.
- A summary of the different types of issues discussed on each outlet for each of your products and services.
- An analysis of the frequency of the issues on each outlet for each product and service.
- Recommendations regarding which outlets you should focus on to hear the VOC activity for each of your products and services
- Review of e-mails received by your company around the clock.
- Alerts regarding e-mails that need to be addressed urgently.
- Daily report with key points from customer e-mails that day.
- Weekly summaries of comments on key areas as designated by you (for example, new product ideas).
- Recommended actions for each key area
- A detailed analysis from trained professionals who scan blogs around the clock and review all discussions about your company and brands.
- Alerts regarding any comments or postings that needs to be addressed promptly.
- Daily report with key points from our scan of blogs that day.
- Weekly summary reports of comments on key areas as designated by you (for example, new product ideas)
- Recommended actions for each key area
- Monitoring of all non-email online activity related to your business and brands at all sites other than blogs.
- Alerts regarding comments or postings that needs to be addressed promptly.
- Weekly summaries of comments on key areas as designated by you
- Recommended actions for each key area
- Monitoring all online activity related to your business and brands.
- Daily reports of the SNI of your products on the Internet.
- Day-to-day tracking of how the SNI for your products is changing overall and at specific types of sites (e.g., blogs) that you identify.
- Benchmarking the SNI of your products against those of competitors.
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