Bringing the voice of your customers into your boardroom and working practices

National Customer Service Week 2022

NCSW Banner Clear Background 2000x600pxNational Customer Service Week (NCSW) 2022 is upon us. It’s a week-long celebration of customer service, taking place 3rd to 7th October 2022. It’s an international celebration calling attention to the importance of customer service and the people who provide it. It aims to boost the morale of those delivering the service and build teamwork. 

Here at ReynoldsBusbyLee (RBL) you’ll find a team who are passionate about the customer experience and ensuring that the voices of customers reach the boardrooms and decision makers of the brands that we work with. We’ve developed some great tools and techniques to get our clients hearing their customers' voices loud and clear and they work across all sectors too!

We believe it’s essential for a brand's leadership team to be engaged and working closely with their customer services and/or customer experience teams. The customer service teams are effectively at the coalface, hearing all that customers have to share whether that’s the good, the bad or the downright ugly, yet their voices are often discounted or ignored in favour of something more exciting that’s expected to deliver more revenue. In our experience, ignore your customers at your peril!

If you’ve never engaged in hearing the voices of your customers, we’d love you to commit to spending time at the coalface next week. Sit in the contact centre, listen or if possible, participate in calls with real customers, read their Tweets and emails and then ask your customer services teams about changes they’d love to see to help improve the customer experience. Use your customers' voices to help you to determine whether you're on the right lines with your strategy and objectives – without customers you won’t have a business. It will give you the embers of what could become a Voice of the Customer (VoC) Programme. There’s much more to a VoC programme but it’ll be a good taster.

Whilst it’s NCSW next week, this shouldn’t be a once-a-year activity. To get the most from a VoC programme this should be a continuous activity - happening all year round. If you engage with your customers and customer services teams, listen, and hear their voices you will no doubt find that morale and teamwork improve.

If you’d like to find out more about how a VoC programme could benefit your business or how to set one up, please CONTACT US

We’ll be sharing some thoughts on each of the key daily themes of NCSW so please come back here to find out more.




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