What do your customers really think of your organisation? And, what are they telling their friends?
Many businesses could be more successful than they already are if they knew more about what their customers liked and disliked about them.
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Experience
GE has long engaged in detailed Voice of the Customer or VOC surveying to understand what works and what doesn't for our customers.
In recent years, we have adopted the Net Promoter Score® methodology to understand and drive Customer Loyalty as a core growth initiative.
Under the NPS® methodology, we systematically ask our customers a simple question about their experience with GE and their propensity to recommend our services. We have gathered a rich database of knowledge about our customers and our business, which, combined with our Lean Six Sigma methodologies have resulted in significant growth throughout our businesses.
A key part of understanding your customers is managing and actioning their complaints. Therefore, a centralised customer complaints system is part of the VOC program, including a process to ensure timely intervention when a customer is unhappy.
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How you'll benefit
Our Access GE customer advocates can provide you with a detailed outline of our Customer Advocacy program and how we have instilled VOC and NPS® into our everyday, reviewing your existing customer feedback system and helping you identify and prioritise areas for potential improvement.
We can also help you identify ways to demonstrate and build a truly customer-centric and competitive culture through the use of VOC and NPS.