B2B Voice Of The Customer Program For Professional Services Firms

Client Experience Strategy For Professional Service Firms

Center your client conversations on information that is critical to project success with Voice of the Client (VoC) tools and insights from Client Savvy.

What Is Voice of the Client (VoC)?

Voice of the client is a part in the client experience process which provides insights into your client’s feedback about their experience working with you. The feedback allows companies to implement “client listening” strategies and provides a portion of the client experience framework for implementing and executing an active, ongoing, project-based electronic feedback process designed to increase the likelihood of a “best project ever” outcome, every time.

You can ignite your business growth with a Voice of the Customer services program. Transform feedback from mere data into individualized insights, proving you care about and act on customer suggestions.


With VoC in hand, you have an organization-wide structure for collecting, addressing, and utilizing feedback. With a strong VoC program, you deploy your resources across departments to work together to solve a problem.

Coordinated efforts enable you to find the truth, learn from your customers, and brand your company as a master of the customer experience.

Project feedback roadmap

Give Your Clients A Voice With A Custom VoC Strategy

A Voice of the Customer strategy for your clients allows for routine feedback on the information you need to hear about client needs and perceptions. Including a VoC program as part of your service delivery provides clients the chance to share their personal sentiments regarding their relationship and interactions with your firm, thus helping you to be proactive about collaborative, positive outcomes.

Critical moments of projects to ask for client feedback:

Proposals

Kick-off

Deliverables

Milestones

Invoicing

Closeout

Other “Critical Moments of Truth”

Get Actionable Help With Client VoC Software & Tools

Most companies know how to handle positive sentiment, but what about those instances where feedback reveals expectations were missed? Client Savvy has the VoC tools and consulting you need to make your follow-up process easy and sustainable:

Alerts

Set up alerts on your system to trigger alerts to the right person, at the right time, to ensure prompt and reliable follow-up.

Tracking

To assure respondents’ issues are actually resolved, our tracking tools flag which responses need follow-up, which have follow-up, and what action items or improvement plans have been developed.

Reporting

As part of your drive for accountability, you or your leadership team may need reports of common issues, or of outstanding problems left unresolved. Our VoC reports help solve these issues before they become problematic.

Alerts

Set up alerts on your system to trigger alerts to the right person, at the right time, to ensure prompt and reliable follow-up.

Tracking

To assure respondents’ issues are actually resolved, our tracking tools flag which responses need follow-up, which have follow-up, and what action items or improvement plans have been developed.

Reporting

As part of your drive for accountability, you or your leadership team may need reports of common issues, or of outstanding problems left unresolved. Our VoC reports help solve these issues before they become problematic.

Voice Of The Customer Solutions

Ensure Satisfaction & Loyalty

Including a VoC strategy in your service delivery will prove to be integral to the success of your firm.

Your clients will feel comfortable giving updates

When clients understand there will be key points during project delivery in which they can provide feedback, you’ll be aware of any high or low scores that you can take action on.

You will never be surprised about what clients think

You will know at regular intervals what your clients are thinking and feeling as they work with you and your firm.

You can identify clients who will promote and refer you

Integrate Net Promoter Scores (NPS) into your VoC program and increase the chances of new business opportunities.

VoC Programs

for Professional Services Firms

With a firm Voice of Customer platform by your side, you have the tools to turn your products and services into something your target market truly wants. Instead of simply collecting feedback and data, developing a Voice of Client mindset focuses on understanding it.

Our industry-leading tools provide a greater understanding of your target audience so that you can improve your product and ensure a consistent, valuable experience for every client.

Professional Services Firms - Architects - Client Savvy.

Architects

Engineers

Contractors

Accountants

Lawyers

IT Solutions

How Our Voice of the Client Program Works


Voice of Customer services incorporates wide-ranging functions dedicated to positioning you to act quickly and drive change based on what your clients tell you.

Our Voice of Client programs follow a basic framework to help you become a changemaker within your industry.

  • Listen – Learn how to capture insightful feedback by providing your clients with opportunities to deliver feedback.
  • Act – Follow up on feedback to let clients know their feedback matters to you. Staying agile and responding to feedback fast enables you to make a greater impact.
  • Analyze – Reflect on progress and measure it against pre-defined goals to ensure your VoC tools contribute to your program’s objectives.

At Client Savvy, we believe in utilizing state-of-the-art technology to streamline conventional VoC processes. VoC software can automate time-consuming tasks, such as issuing surveys, aggregating data, and more.

Combine Voice of Customer services with your customer success program to tell the story of your client experiences.

Client Listening

Work with our Voice of Customer tool to survey your clients and gather helpful feedback. The quality of the information gathered while listening to your target audience will define the success or failure of your VoC campaign.

Client Savvy’s software can help you send the right message, at just the right time. By creating customized personas and targeted questions with our software, we get you closer than ever before to achieving success in better connecting with clients.

Client Savvy makes it simple to use VoC software to gather all types of feedback, but through our platform, you focus on two fundamental types of feedback:


  • Direct Feedback – Feedback received directly from your clients via surveys. Client Savvy supports NPS, transactional CSAT, and lifecycle CSAT scores.
  • Indirect Feedback – Feedback gained through client interaction with your products and services, such as behavioral metrics and support data.

Strong combined data aids you in acquiring a holistic view of how your clients perceive your products and services.


Alerts

Set up alerts on your system to trigger alerts to the right person, at the right time, to ensure prompt and reliable follow-up.

Tracking

To assure respondents’ issues are actually resolved, our tracking tools flag which responses need follow-up, which have follow-up, and what action items or improvement plans have been developed.

Reporting

As part of your drive for accountability, you or your leadership team may need reports of common issues, or of outstanding problems left unresolved. Our VoC reports help solve these issues before they become problematic.

Act on data

 If you want to provide an exceptional customer experience, then swift action is key! Our VoC program allows us to identify and analyze the voices of your customers quickly. Utilizing this data enables us to deliver fast responses, effective tactics, and a unified company stance that shows clients we are actively listening.

Voice of Customer research only becomes valuable when used to drive change. In other words, you are “closing the loop.”

Our program works to provide the resources to close the loop at scale. VoC programs cannot operate independently of the rest of your organization. Every department is responsible for driving valuable client experiences.

Client Savvy helps you change the narrative to create a culture that quickly acts on feedback.


Analyze Your Performance

Closing the loop does not spell the end of the process. Every time you close the loop, you create more data that everyone from sales to management can use to measure the success of your VoC program.

Client Savvy can help you maximize the power of your data to forge lasting transformations, giving clients an impactful experience that audiences respond to.

Four Stages to VoC Program Success

 We support you through the VoC lifecycle so you can turn client data into solutions.

Our solutions are designed to lead you from wanting to interact with clients to using predictive technologies to become a genuinely forward-thinking business.

Step One – Issuing Surveys

Stage one represents a desire for companies to interact with their clients. Our VoC program shows you how to identify commercial opportunities by asking your customers the right questions.

But issuing surveys is where most companies stop. Our VoC program shows you how to take that feedback to develop a listening practice.


Step Two – Gathering Client Conversations

Behavioral metrics, usage data, and support data for your products and services offer another vital conduit for companies seeking to develop a client-centric operation.

Our platform supports you in collecting and aggregating client data across every interaction across every channel.


Step Three – Developing Actionable Insights

Turning data into action is the next step of the VoC lifecycle. Our VoC analysis solutions come into play to interpret what your clients tell you and how you can incorporate it into your business.

Extract insights relevant to your business so that you can begin creating processes that change the nature of your customer experience.


Step Four – Anticipating and Acting on Future Client Needs

VoC is designed to drive your business. Using predictive technology to make decisions can have a massive impact on your industry.

Use comprehensive VoC solutions to capture and leverage VoC to maximize client lifetime value.


Drive Lasting Change with Client Savvy VoC Consulting Services

Your clients are talking, but are you listening?

Our consulting team can identify whether your VoC campaign is as effective as it should be. We help you to maximize the potential of your client feedback by transforming the culture within your organization.


Measure VoC Impact

Launching a VoC program is a positive first step to success, but is your program having a tangible impact on your organization?

We leave no stone unturned in our pursuit of perfecting your VoC efforts. We work with you to define your goals, determine whether you are on track, and figure out what it takes to get you there

Craft the Perfect Client Experience

Learn what it means to listen to your clients via your VoC program. You need to build your program from the ground up with your clients in mind.

Our VoC designers have a deep understanding of your niche and take a collaborative approach to create worthwhile VoC processes for your brand.

Designed Around Your Clients

Every VoC program is different. We help you to design a program that delivers tactical and strategic benefits for your organization.


With our consultants, you build a robust, scalable, and powerful framework to extract insights from your omnichannel client experience.


Voice of Customer Services FAQs

To truly revolutionize your business and make customers the focus, you must create a culture of listening. By understanding what clients have to say, you can transform into an organization that puts customer satisfaction first.

To enhance your understanding of the value of VoC software, here are the answers to some of the most common questions people have.


What is the goal of a VoC program?

Business is all about giving clients what they want. However, finding precisely what they want is challenging, with business leaders traditionally relying on educated guesses. VoC programs aim to remove the guesswork from the process by getting the answers directly from customers.

VoC programs define how a company gathers, analyzes, and acts on what its clients tell them. Ultimately, it is an initiative that puts the client’s needs at the center of everything.

With this information, you can use your data to drive everything from branding to product development and marketing.

What is an example of a Voice of Client program?

Voice of Customer software serves as a basis for collecting valuable feedback and allowing clients to tell you what they think.

One example of how to use a VoC program could include using survey documents and feedback gathered via an online forum for your brand. Once an organization gathers sufficient feedback, you can use it to categorize information.

Knowing how to segment client feedback makes it easier to plan for the future. For example, you can use a VoC program to sort feedback by price, quality, and convenience. Categorization provides a highly detailed picture of your performance and highlights CX gaps.


What are some examples of VoC data?

VoC data can arise from a range of sources. If you are relying on client surveys alone, you are missing out on valuable feedback.


Some examples of data include:

  • Client surveys
  • Interviews
  • Focus groups
  • Website behavior
  • Customer support data
  • Customer success team data
  • Social media
  • Online reviews

Your clients may choose any number of channels to express themselves. Widen your net to ensure you are capturing client experience data that contributes to a more impactful VoC program.

What are some examples of VoC data?

VoC data can arise from a range of sources. If you are relying on client surveys alone, you are missing out on valuable feedback.


Some examples of data include:

  • Client surveys
  • Interviews
  • Focus groups
  • Website behavior
  • Customer support data
  • Customer success team data
  • Social media
  • Online reviews

What are the most common VoC mistakes?

Any number of mistakes can contribute to a VoC campaign that fails to get the job done. Avoiding common mistakes will enable you to get more from your analysis.

Here are the most common mistakes brands make in the VoC niche:

  • Not Defining Goals – You need to know what to analyze to define a solid data collection plan. Some goals could include conducting a competitive analysis, gathering inspiration for new service features, or learning more about how clients use your products.
  • Using Only One Source – VoC programs should encompass every interaction across your company, such as CRM systems, live chats, and results from client surveys.


  • Using the Wrong Tools – Qualitative and quantitative data together create a big-picture overview of how your clients perceive your performance. Client Savvy integrates into your business to set you up for success.
  • Avoiding Employee Feedback – Communicating with clients is as important as communicating with your team. Uncovering internal issues from client-facing personnel can reveal just as much about your performance as VoC itself.
  • Neglecting Client Follow-Ups – You cannot close the loop without first following up with your clients. Letting them know you are listening by addressing issues they have highlighted shows your clients that their feedback is worthwhile.

Client Savvy Voice of Customer services offers guidance on where your existing VoC program is falling short and how to get it where it needs to be.

How do I come up with VoC questions?

VoC questions are a form of direct feedback that can enable you to learn more about what your clients think of you. But asking the wrong questions can yield low-value data.


With Client Savvy’s platform, you can define your goals and acquire direction on the right questions to ask. Aligning your questions with your goals will enable you to aggregate high-value data to draw actionable conclusions.

Which questions can VoC address?

VoC operations can help you to answer a range of questions. Some examples of questions you can answer with a VoC initiative include the following:

  • What are your clients saying about your brand?
  • How do clients feel about your company, brand, or service?
  • Why do your clients feel the way they do?
  • Do different client groups have conflicting opinions?



  • Who or what influences your clients’ perceptions?
  • What are your clients’ needs, wants, and intentions?
  • How do those needs relate to your brand and its services?
  • What are your clients saying and feeling about your competitors?

Defining which questions you need answers to is the hallmark of a customer success program that works. With Client Savvy, we support you in delivering the right questions so you’re never left guessing.

Get Started With a VoC Program

VoC Programs are one of many services related to Client Experience (CX) we provide. Contact us today to schedule a video meet and greet so we can show you how we can empower your firm to make positive CX changes.