Voice of the Customer (VoC)
Do You Have a Voice of the Customer (VoC) Program Tailored for your Luxury Brand?
In the dynamic world of luxury, understanding your clientele is more crucial than ever.
A well-structured Voice of the Customer (VoC) program can be your foundation in achieving this deep understanding. By actively collecting and analyzing feedback from various channels, including in-store evaluations, surveys, and social media, a VoC program helps you identify opportunities to improve and areas needing attention.
But it’s more than just collecting data; it’s about thoroughly analyzing the feedback to turn it into actionable insights. Following this, it’s devising strategies that promote growth and increase customer satisfaction. This ongoing cycle of listening, adapting, and delivering is key to nurturing a brand that not only resonates with your customers but is also attuned to their evolving needs and preferences.
Don’t just meet but exceed your customers’ expectations, foster loyalty, and steer your brand to new heights!
Our Voice of the Customer (VoC) Solutions
Forget one-size-fits-all. Luxury brands demand exceptional CX. That’s why our Voice of the Customer (VoC) solutions are designed to cater to the unique needs of luxury brands. We achieve this by using a combination of solutions including Customer Experience Evaluation (CXE), NPS Measurement and Opitmization, Voice of the Team (VoT), and VoC Program Design. Discover them below.
VoC
Program Design
Our program advises your brand in designing or revamping your VoC program, tackling vision, identity, its operating model, scope of data, and learning how insights drive actions.
Learn More About VoC Program Design
Understanding Customers
Understand your customers in a deeper way to identify behaviors and expectations that craft exceptional experiences.
Learn More About Understanding Customers
Customer Experience Evaluation (CXE)
Measure customer satisfaction and identify the gaps between customers’ expectations and brand delivery with the help of our select network of Client Evaluators.
Learn About Customer Experience Evaluation
NPS
Pulse
A powerful VoC survey solution allowing you to easily capture customer feedback and to take the right actions at the right time.
Learn More About NPS Pulse
We have an omnichannel approach to all our solutions.
We support your brand in mapping out your customer journey comprehensively, ensuring every touchpoint is accounted for without overlooking any blind spots. We then help you develop customized evaluation methodologies and metrics to optimize your customer journey, addressing all stakeholders and fostering collaboration across segmented departments or teams to deliver a cohesive experience. We approach this challenge practically with a change management mindset, delivering personalized solutions to each brand’s unique journey.
Retail Stores
E-Commerce
Contact Center
Social Channels
& More
Is your existing VoC Program delivering the intended impact?
Your People at The Center
At CXG, we are obsessed with the idea that a comprehensive VoC program must create value for both your customers and internal stakeholders. To achieve this, we engage your teams through kick-offs and workshops, provide them with the necessary tools through activation workshops for CXE & NPS, offer the CXG Connect App with Coaching Center, and even assist with rewards and incentives.
Meet Our Experts
Clement Barthelemy
EVP Measurement Paris Office
Polina Sallee
Head of Sustainability London Office
Thibaut Fromageau
Chief Customer Officer Dubai Office
Pieter Honig
VP of Data Science Dubai Office
Marie Dubiez
Regional VP Europe Paris Office
Jean Batiste Calais
Regional VP SEA and Oceania Singapore Office
Renata Hamou
Global Head of Customer Success Performance Paris Office
Dabei Lu
Regional VP, Greater China Shanghai & Hong Kong Offices
Jiayu Liu
Senior Customer Success Manager Shanghai Office
Contact Us