Successbloc

Voice of Customer

Run your Voice of the Customer Program using this SuccessBLOC and gather customer sentiment using NPS and CSAT surveys
Categories:

Customer Success

Publisher:

Totango

Published on:

Last Updated:

Data Security & Privacy:

Privacy Policy

Introduction to VOC

Voice of the Customer SuccessBLOC helps you measure your customer sentiment using NPS® and make your organization more customer-centric.

The VOC toolkit allows you to:

  • With the Voice of the Customer (VoC) SuccessBLOC, you’ll be able to create loyal and satisfied customers
  • Have a pulse on your customers’ feedback
  • Seamlessly incorporate customer feedback into your Customer Success strategy
  • Ensures that the entire organization is focussed on delighting customers
  • The Voice of the Customer SuccessBLOC is designed to help you kick start a Voice of the customer program within your organization
  • Gather feedback from customers and close the loop effectively by asking Promoters to become References or influence your online brand visibility and reach out to Detractors to quickly resolve the dissatisfaction
  • Analyze NPS across different business segments with NPS cards in segments and scorecards

What's Included?

goals & kpis

Measure success for the customer and success for the business

Drive best in class customer loyalty

  • Overall NPS
  • % of Promoters
  • % Detractors
  • % Passives
  • Health of Paying Accounts
  • NPS by Customer Journey Adoption
  • Customers by Journey Established
  • User NPS Breakup

Maintain a high campaign response rate

  • NPS Response Rate

Manage and reduce accounts at risk due to low NPS

  • Total Revenue at risk
  • Percent of Revenue at risk

Provide a great CSAT experience

  • Overall CSAT
  • Average Onboarding CSAT

Customer segments

Filter and analyze groups of users or accounts to stay ahead of behaviors and deliver success

  • Paying Customers
  • Accounts at risk due to detractors
  • Users targeted by NPS Campaign
  • Users who provided a NPS response
  • List of Promoters
  • List of Passives
  • List of Detractors
  • Users by Journey Stage - Adoption
  • Users by Journey Stage - Established
  • Users who responded to CSAT Campaign

successplays

Automatically triggered or manual workflows containing sets of tasks and actions, prompting Customer Success Managers to focus on the most meaningful activities right on time

  • Plan for Detractors -> Promoters
  • Plan for Passives -> Promoters
  • Promoters -> References

campaigns

Automate your communications using campaigns to send automation emails triggered by various goals

  • Close the Loop - Detractor
  • Close the Loop - Promoter
  • NPS Survey - 1st Reminder
  • NPS Survey
  • Post Onboarding CSAT

Resources

Help your team with company and industry best practices to shorten the learning and training time and create consistency across your engagements

  • How to use the Voice of the Customer SuccessBLOC
  • Customer Success Summit: Voice of the Customer (VoC). Are you Listening?
  • VOICE OF THE CUSTOMER (VoC): ARE YOU LISTENING?

Setup your SuccessBLOCs today. Try Totango for Free.