WANT BETTER VOC?

ASK THEKISSQUESTIONS

Many of today’s Voice of the Customer-gathering efforts are based on aging business rules or designed to validate our service approaches rather than seek valid customer feedback.

ARE WE ASKING THE

WRONGQUESTIONS?

HOW ARE WE

DOING?• When collecting unfiltered VOC, this

question misses the mark

• The subject is not based on the person – the customer – but rather on our prescribed attempts to meet the customer’s needs

• Questions about a last transaction may focus more on company attributes than the customer’s perspective.

• This question seeks to: a) Provide quantifiable data to measure employee performance

b) Validate a company’s skill at selecting customer-facing resources

PROFESSIONAL? COURTEOUS? KNOWLEDGEABLE?

WAS THE PERSONTALKED WITH...YOU

WHAT IS IT LIKE

WITH US?• This question opens the door for more

honest customer feedback and leads us to THE KISS QUESTIONS

TO DO BUSINESS

K – What should we KEEP doing (what are we doing well)?

I – What should we IMPROVE (where are my blind spots)?

S – What should we START doing to make it easier to do business with us?

S – What should we STOP doing that does not add value?

THEKISSQUESTIONS

• KISS helps us gain greater insights into the unfiltered VOC and offers increased visibility into the changing nature of the customer experience dynamic

• Equipped with this information, the essential foundation is in place to develop innovative strategies to re-engage with customers and develop deeper, longer-lasting relationships

• The important point is to re-evaluate our current approaches to discover the open and honest VOC as a catalyst to develop more meaningful relationship-building practices

THEKISSQUESTIONS

Need a contact center, help desk or business process outsourcing partner?

As an innovative process management expert at Morley, I help companies tap into the unfiltered Voice of the Customer by applying an innovative set of guiding principles and process management techniques.

• Professional communicator development – By applying time-tested and award-winning innovative communication approaches, I help front-line resources more successfully engage in the communication process by fine tuning reading, writing, speaking and listening skills.

• Every contact matters – Using an innovative approach to the communication process,

every contact is treated as a source of valuable information, providing significant insights for client companies and organizations. 

• The unfiltered Voice of the Customer – Using innovative communication techniques, I help companies and organizations discover actual customer sentiment, providing an answer to the question, “What is it like to do business with you?” 

Using these award-winning techniques, I have been able to assist companies and organizations of various sizes improve market reputations by increasing their responsiveness to customer concerns.

CONTACT MEPLEASE

CASS FERRIScass.ferris@morleynet.com | morleynet.com/interactive