Voice of the Customer - Marketstreams

Getting Your Customers Involved

Customer focus groups can be relatively easy to set up and manage, and will more than pay you back for the investment you make in them. Here’s the recipe for making yours successful…

Integrate with your customer care strategy – No marketing element is an island. Be sure to tie focus groups into your other marketing initiatives.
Set clear, actionable objectives – Make sure you know up front why you’re doing the event and what you want to get out of it.
Create a “win/win” for everyone – You and your customers should walk away from the experience with something of value.
Select participants carefully – Getting the right mix of customers for what you want to accomplish is key.
Develop a dynamic meeting format – Build and manage a tight, results-driven agenda.
Sweat the details – Anticipate both opportunities and problems, and plan appropriately.
Publish results! – Be sure to let customers know the outcomes and benefits that the focus group produced and what next steps you plan to take.

Voice of the Customer

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Have You Spoken With Your Customers Today?

How do your customers view you and the experience of doing business with you? Are you meeting their needs or simply pushing products and services out to them? Do you know their most important issues? Are you sure of their loyalty? And would you know what to do with the feedback they could provide you?

Your success has a lot to do with having answers to these questions.

Marketstreams offers three Voice of the Customer solution options, each aimed at gathering vital information about your customers’ business situation, key challenges, top priorities, and more. Each is tailored to your individual needs and is planned, organized, and run by Marketstreams in close collaboration with you.

PhoneSmart℠ – targeted customer phone interviews

The PhoneSmart offering consists of a set of telephone interviews conducted with a selection of your customers about a topic of interest to them – for example, quality of service, new product requirements, changes in business practices, and so on. PhoneSmart employs a metrics-based methodology for capturing and prioritizing significant gaps in customer satisfaction. It includes a client planning session, question development, customer phone interviews, and a report on results. PhoneSmart can be run as a one-time only project or scheduled on an ongoing basis with the same or a different set of customers.

WebVoice℠ - moderated Web forum

WebVoice is a web-based "webinar" event conducted with a selection of your customers and designed to address a targeted set of strategic issues of your choosing. Marketstreams works with you to strategize, plan, and run the webinar using a unique and highly productive guided conversation methodology. Typically running from 2-3 hours, the WebVoice webinar helps surface vital information about your company's plans and directions, then helps you translate the output from guided conversations into clear product requirements that pinpoint and powerfully address core user needs. Like PhoneSmart, WebVoice can be held once or scheduled as a regular event with the same or a different set of customers.

LiveVoice℠ - moderated live forum

LiveVoice is an in-person event conducted with a group of your customers and designed to address a set of issues important to you. Marketstreams works with you to strategize, plan, and run a live customer roundtable, using a unique and highly productive guided conversation methodology. Typically running from ½ - 2 days depending on scope and topics, the LiveVoice event helps surface vital information about your company's plans and directions. Marketstreams helps you translate the output from guided conversations into clear product requirements that pinpoint and powerfully address core user needs. Like PhoneSmart, LiveVoice can be held once or scheduled as a regular event with the same or a different set of customers.