Your challenges

voice of customer

Qualitative data concerning customers have multiplied in view of two trends : the appearance of consumer blogs and the computerisation of customer support centres such as customer service centres, help desks and call centres. These data are a lever to identify opportunities for innovation.

Key questions :

• How can we identify our customers’ expectations and wishes ? 
• Do our innovations take our customers’ expectations on board ?
• How can we process data from customer support centres and blogs ?
• How can we associate customer focus and innovation ? 
• Have we exploited all customer data collected, in particular verbatims, suggestions and criticisms ? 

The issue

The volume of customer feedbacks from blogs or customer service centres is considerable. The solution :

• gather feedback on products,
• exploit and analyse this feedback,
• lead a think-tank on customer feedback with R&D and Marketing teams.
  

Advantages of using IIMSI :

• Identify weak signals and lead users.
• Quantify customer issues.
• Facilitate the emergence of ideas by organising a collective think-tank based on these issues.
• Detect the best ideas put forward by customers.
• Analyse in real time data from customer support centres.