THE IMPORTANCE OF VOICE OF CUSTOMER
Today, markets are more hypersensitive than ever. Post pandemic, everyone is trying to grab the entire loaf of bread instead of just their portions. In the midst of economic downturns, and copy-cat entrepreneurs, keeping the customer happy is extremely important. Whilst clients are overly pampered in the name of personalisation, there must be a way to ensure that your restaurant stays afloat and does not succumb to pressure from competitors. Voice of Customer is a unique model that helps business owners gather feedback, opinions and reviews in general, of the service so that you can learn and turn the tables around for your operations. A restaurant PoS system is what it takes to make the customer’s voice heard.
Why is VoC important?
Voice of the customer, or VoC, is a combination of customer feedback, customer opinions and general views of your brand and product. The process also helps restaurant owners understand customer perspectives and the overall journey with an impartial view. With this, you also understand the thinking behind specific actions.
Understanding the customer’s perspective is critical for making improvements to the overall customer journey. Taking an impartial view can be difficult when you are a part of the process and understand why things are done a certain way or the thinking behind specific actions. It makes a monumental impact when you are able to gather opinions and implement suggestions for the overall success of your restaurant. Employee turnover, complaints and customer satisfaction are all improved.
Here are some improvements that were unlocked with the help of VoC:
- Customer retention rates rose by 87%
- Employee engagement increased by 37.2%
- Customer service costs decreased by 23.6%
Courtesy: Digital demand and revenue consultants, Arke
With reduced costs on customer service, companies could now spend their money on channels that are more profitable such as extending their current PoS to a robust OVERSEE solution.
Gathering VoC information
There are certain questions that you must answer when you collate VoC information like:
- What do the customers actually require
- What can you do to help them?
- What are your customers’ behavioural patterns?
Once you receive the above information, you can create a solid VoC programme that can help you alleviate all operational and service issues.
Detailed responses and feedback gathered from the customer must be translated into actionable steps. However, to obtain this, you just might have to offer your customers incentives such as loyalty points, gift cards, etc. so that you get the most appropriate response rates. Use OVERSEE’s POS systems to create surveys, live chat sessions and much more to make the most of the VoC.
Creating a survey
OVERSEE POS allows you to create surveys and publish them online. This way, the customers can access the forms from wherever they are to fill in their experiences. Specific issues can be highlighted where you gain a clear insight into improvements. Even if the feedback is negative, you can uncover shortcomings and still improve the consumer’s restaurant journey.
Social media
With OVERSEE POS, you can have a two-way conversation with your customer. Prepare a VoC programme on social media where the customers can directly voice their concerns and you, as a restaurant owner can provide them with instant solutions. This way you can gain a better understanding of how customers really feel about your brand.
There are many more offers and rewards that you can configure through our POS systems. Advance your business with OVERSEE restaurant PoS system Dubai and change the way you do business.
