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Solution: Listen to and Act on Customer Feedback Print E-mail
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The LimeBridge WOCAS solution allows an organisation to systematically build the voice of the customer into the way it runs and improves its operations. Through continuous feedback processes and customer surveys it can:

  • Capture actionable feedback from customers across the whole customer lifecycle
  • Increase customer satisfaction and loyalty by improving the customer experience
  • Reduce cost of customer service operations by eliminating recurring customer problems that waste operational resources
  • Increase your selling proposition by transforming insights into customer driven product and service innovation 

Read on to learn how.

 

The Problem 

Front line staff such as shop assistants and contact centre agents hear the “Voice of the Customer” day by day but usually the information gets lost as soon as the dialogue ends.

  • Customers struggle to find a way to get their voices heard
  • Service staff focus on the immediate issue they are facing.
  • Time pressures limit the quality and quantity of information they are able to record
  • Recurring issues are not aggregated
  • Staff do not know how and to whom to pass the customer feedback to and organizations are not prepared to deal with the issues.
  • Frustration increases as people realize they can’t change anything

Subsequently the valuable voice of the customer is lost while at the same time the company tends to spend a fortune on market research and customer surveys

The WOCAS Solution

WOCAS stands for “What Our Customers Are Saying” and represents a systematic approach that helps you to better understand and leverage the voice of your customers and partners.  You can act upon what your front line staff hears every day and turn it into real improvement that your customers will notice.

LimeBridge provides the complete infrastructure and processes needed to run and manage WOCAS effectively. We provide web based solutions as a hosted service. Only a web browser and internet access are needed to use the system.

They allow the entire organization to be connected to the Voice of the Customer, even across complex structures with different parties involved (e.g. multi vendor outsourcing of contact centres).   

Leading Edge Customer Experience Management Practices

Software is only 10% of the solution.  The key to making a difference is establishing the processes and culture of accountability across the organisation that bridges organisational silos to act on WOCAS. 

LimeBridge Leading Practices are honed from the customer experience management techniques of Fortune 500 leaders and turn customer feedback into action.

They establish accountability for the customer experience with the people throughout the organization who are responsible for the products, policies, processes and people who have the biggest impact on the experience delivered. In doing so, they guarantee you results.

Our implementation approaches ensure that not only are the processes implemented, but that they are sustainable.