Analysis Of The Competitiveness Of The Electricity Supplier Magic Weapon -- Customer Voice

We often hear an old saying: customers are God. Although this sentence makes our ears calluses, it contains the truth: any profitable company relies on customers to survive and develop.

Generally speaking, the electricity suppliers all like the customers' praise and hate the bad reviews. Some businesses even try to make customers modify or delete them when they encounter bad reviews. However, this practice can not be cured. The correct approach is to effectively manage customer reviews and take them as opportunities for learning and improvement.

　 How to Customer reviews Effective management?

In this increasingly competitive sales environment, businesses are striving to find all kinds of magic weapons that can enhance competitiveness. Now we recommend a new strategy to enhance business competitiveness: the VoC system, which is to listen to customers' voices and feedback.

The "customer voice" system includes acquiring and listening to customers' opinions and understanding what customers are saying. Customer reviews can be expressed either in written form or in voice, including demand reviews and non demand reviews.

We can collect customer reviews by means of e-mail, online instant conversation, forums, social media, specialized surveys and call centers. Businesses on e-commerce sites can also collect useful reviews through customer's voice reviews. If used as a method system, the "customer voice" system can help businesses to upgrade themselves according to customers' suggestions, so as to gain more recognition.

Listening to customers' voice is very important because in today's e-commerce environment, bad products and negative reviews can destroy online business. You know, there are more and more ways and platforms for customers to evaluate online merchants. 10 years ago, there was no Twitter yet. The history of Pinterest was less than 5 years ago. Nowadays, social media such as Facebook and twitter play an important role in business life. Customers can also make voice through these platforms.

A well run company is also good at dealing with and implementing customer reviews and feedback. Therefore, the company should establish a systematic customer evaluation and processing system, determine the processing time and method of customer feedback, and integrate customer's opinions into the business strategy. E-commerce companies should analyze the contents of customer evaluation according to the company's business objectives, design methods and steps to respond to customer evaluations, so that customer reviews can be used for our own purposes.

Arde, a customer service specialist at the Forest Research Center, said in the blog: "at the Forest Research Center, we define the customer voice system as a series of sexual behavior that involves repeated actions, including listening, understanding, reaction and testing. Listen to all customer reviews and responses, and do everything you can to collect customer reviews and reactions, such as specialized surveys, mail, telephone and comment cards, etc., "understanding" all comments and relevant data of customers, as well as the reacting actions you make based on these comments; "reaction" is based on your analysis results and experience, handling these customer evaluations; monitoring the results of your processing to see if it works. According to the data you collect at each stage, it is very important to carry out every step conscientiously.

　　 For an electricity supplier, how to use the "customer voice" system?

On the Internet, many non demand comments are negative reviews, but few praise them. The electricity supplier should carefully read and check every customer evaluation, and take this evaluation as an opportunity to learn and enhance their business. Many non demand comments are often valuable because they often reveal problems. Although these commentaries are confused and organized, they can not be compared with systematic survey reports, but their importance will not be affected. Sometimes, a customer's suggestion may give birth to a new product function, which is exactly what many customers who share the same opinion expect.

Will come from all kinds of channel Together with the feedback from customers, a comprehensive evaluation system can be formed to enable businessmen to work out more profound and corresponding solutions.

Use " Voice of customers The purpose of the system is to satisfy customers' needs and improve customer loyalty so as to expand market share. Eliminate the goods and services that customers do not like as much as possible so as to enhance the efficiency of business operation.

If you do not have many customers and few customers comment, then you can handle and analyze these customer evaluations. However, you have to spend a lot of time reviewing the reviews, and occasionally appoint an analyst to see and handle these customer reviews. However, he may not recognize the importance of a comment and ignore it, which may cause you to suffer losses. In addition, in order to improve the quality of analysis, senior managers often have to join in the process of customer reviews and analysis.

However, if your customer base is huge and you are concerned about social media, you will receive countless feedback from customers every day. In this case, "customer voice" software or cloud computing has become an effective solution. Using the third party platform to process customer reviews, you can get a series of useful analysis tools, such as analysis reports, scorecards and other findings, which will help you understand the rules and trends more easily and clearly. The third party comment analysis platform and software can also provide real-time data and analysis of its collection. Sometimes, the real-time reviews of customers become very important. For example, you sell defective products online, customers complain about this, the comments analysis software and the third party platform will give you feedback. If you are careless, maybe your twitter or Facebook pages are filled with hundreds of bad reviews, and the losses you may suffer from your business may be irretrievable.

Many software is custom-made for large companies, and such customer reviews and analysis tools can be used by small businesses. Such software can collect and analyze customer's text reviews, and voice reviews can also be analyzed. Therefore, these tools are of great benefit. "Customer voice" software has Allegiance, Mindshare, NICE, and Verint and so on.