Every business thrives on the experiences of its customers. Understanding their pain points, desires, and feedback is the lifeblood that fuels growth. Voice of customer (VoC) consultants are skilled interpreters of these vital signals—they’re the bridge between businesses and their customers, transforming raw feedback into actionable insights that propel companies forward.
In this blog post, we'll explore 11 exceptional VoC consultants who can help your business thrive. But first, let's take a moment to understand the essence of VoC consulting and its pivotal role in today’s environment.
What is voice of customer consulting?
Voice of customer (VoC) consulting involves gathering and analyzing customer feedback to understand their needs, wants, expectations, and perceptions of a company's products or services. This information is then used to guide business decisions, from product development to customer service improvements.
VoC consultants use various methods to collect customer feedback, including surveys, interviews, focus groups, and social media monitoring. They then use advanced analysis techniques to extract meaningful insights from this data, helping businesses identify areas for improvement and opportunities for growth.
Why is VoC consulting important?
VoC consulting provides valuable insights into what your customers think about your products or services, helping you make informed decisions about product development, marketing strategies, and customer service.
By leveraging VoC consulting, businesses can:
Improve customer satisfaction and loyalty
Identify and address issues or problems before they escalate
Understand customer needs and expectations to guide product development
Gain a competitive edge by delivering what customers truly want
Now that we understand the importance of VoC consulting, let's explore 11 great VoC consultants that can help your business succeed.
The top VoC consultants
Viable
Viable leverages the power of artificial intelligence to help businesses understand their customers better. Its advanced text analysis platform is a game-changer in the VoC landscape—the platform goes beyond simple summarization and word clouds, providing advanced sentiment analysis that delves deeper into understanding the root causes of customer feedback. It can even identify issues hidden in sarcasm or word ambiguity.
But Viable is more than just a platform—it’s a partner in your journey to truly understand your customers. It provides a suite of services designed to help businesses unlock the full potential of their VoC programs.
Viable works closely with businesses to understand their unique needs and challenges. They provide personalized guidance on how to collect, analyze, and interpret customer feedback, leveraging their advanced AI-powered platform to provide deep, actionable insights. This collaborative approach ensures that businesses not only have access to cutting-edge technology but also the expertise and support needed to make the most of it.
Whether you're a product manager looking to prioritize feature development or a customer experience professional seeking to improve the onboarding process, Viable's AI-powered platform and associated services can provide the VoC insights you need to make better decisions.
InMoment
InMoment is a trusted partner for businesses looking to understand their customers better. Their five-step process focuses on continuous improvement, and includes designing your program, listening to your customers, understanding your customer data, transforming through taking action, and realizing business value.
In the design stage, InMoment works closely with businesses to set up a strong foundation for their VoC program, ensuring it aligns with overall business values, financial objectives, and brand promises. They then help businesses transform their VoC insights into action by providing strategic guidance on how to use customer feedback to drive improvements in products, services, and the overall customer journey. This could involve identifying drivers of repeat purchases, rebranding or repackaging products, or other strategies tailored to the specific needs of the business.
Finally, InMoment helps businesses realize the tangible results of their VoC program. Whether it's reducing costs, avoiding customer churn, acquiring new customers, or something else, InMoment's VoC consulting services are designed to help businesses achieve their objectives.
SurveyMonkey Enterprise
SurveyMonkey Enterprise offers a set of VoC consulting services designed to empower businesses to capture, analyze, and act on customer insights. Their offerings are tailored to help you optimize your voice of the customer strategy, with a dedicated team of customer experience experts ready to guide you.
These services extend beyond the platform itself, offering support in building and scaling your voice of the customer research. They help you understand what's working and where there are opportunities to act, ensuring that your strategy is always data-driven and customer-focused. SurveyMonkey Enterprise also offers services to help you test product concepts and feature ideas with your target audience.
In addition to these services, SurveyMonkey Enterprise connects with the tools you use every day, making customer insights actionable and easy to integrate into your existing workflows. Their aim is to make customer experience your competitive advantage, providing the tools, insights, and expert services to make it happen.
Verint
Verint is more than just a provider of VoC tools—it’s your sidekick in your journey through customer experience management. They offer a fully connected platform that enables businesses to listen, analyze, and act on customer interactions across channels. But beyond this, Verint's services extend to helping businesses operationalize these customer experience insights. They assist in creating common KPIs and objectives across channels, diagnosing the exact impact of negative issues affecting your customer experience, and democratizing information for greater internal visibility and faster action.
Verint's services are designed to help businesses overcome traditional internal silos and drive real-time action with automated triggers and alerts. They also offer strategic guidance to help businesses understand whether an issue is isolated to a single customer, a specific channel or location, a single product or employee group, or something broader. This level of detailed analysis and strategic insight is what sets Verint apart as a VoC consultant, helping businesses not just collect and analyze VoC data, but truly understand and act on it to improve their customer experience.
Alida
Alida, previously known as Vision Critical, is laser-focused on helping businesses elevate their voice of the customer programs. Their professional services team, stacked with experienced experts, provides support to ensure your VoC program delivers maximum ROI.
Alida's services are categorized into three main areas: Project Success, Continuous Success, and White Glove Service. Under Project Success, they offer Implementation Services, Technical Services, Integration Services, and Research Services. These services range from setting up your Insight Community to custom scripting of segmentation algorithms, and from executing your quantitative surveys to realigning your Insight Community components to meet your evolving needs.
The Continuous Success category aims to sustain a healthy, engaged community, shift your team's focus to driving business outcomes, and provide enhanced support offerings.
The White Glove Service category, on the other hand, is designed for businesses seeking top-tier services to build a foundation for program success. This includes Premier Engagement services like White Glove Implementation and Program Management.
Alida's services go beyond providing a platform for VoC. They offer a holistic approach to VoC, providing businesses with the tools, training, and consulting they need to effectively collect, analyze, and act on customer feedback.
ConcentrixCX
ConcentrixCX is a voice of customer consulting firm that offers a stable platform providing businesses with all the information related to their customer experience. It's easy to filter and get historical data, making it a valuable tool for businesses looking to boost customer satisfaction.
ConcentrixCX's platform is designed to capture and analyze customer feedback across multiple channels, providing businesses with a comprehensive view of their customer experience. Their platform also includes advanced analytics capabilities, allowing businesses to identify trends, patterns, and areas for improvement. In addition to their technology solutions, ConcentrixCX also offers consulting services to help businesses develop and implement effective customer experience strategies.
SurveySparrow
SurveySparrow provides a complete voice of the customer solution, with a team of experts focused on helping businesses understand their customers' needs and expectations. Their VoC consulting services include Omnichannel Experience Management, which consolidates performance data from various channels, and Automation, which designs and initiates response management for impactful actions.
Additionally, SurveySparrow's Ticket Management service turns responses into automated tickets with resolution tracking, ensuring no customer concern goes unaddressed. Their Business Intelligence service aids in identifying underlying patterns and predicting trends, enabling businesses to make data-driven decisions.
And, with custom workflows based on your company’s unique traits, SurveySparrow allows businesses to streamline their operations and integrate with their preferred apps, making the process of collecting and acting on customer feedback more efficient.
Pisano
Pisano is a customer satisfaction platform that offers a user-friendly interface and fast solutions. They provide businesses with strategic, product, and service-oriented insights, helping to improve the overall customer experience. Pisano's platform feeds voice of customer and voice of employee (VoE) programs back into businesses, helping them understand their customers' and employees' experiences and expectations better.
They offer end-to-end customer experience management solutions that include VoC and VoE programs. Pisano's platform also allows businesses to collect feedback from various channels, analyze it in real-time, and take action to improve customer and employee experiences. They also offer consulting services to help businesses implement these programs effectively.
SurveySensum
SurveySensum is a customer experience management platform that also offers services to help businesses optimize their voice of the customer (VoC) programs. Their team of experts provides guidance on launching VoC programs, defining customer journeys, and diving deep into customer and business metrics. They also offer advice on designing and implementing VoC programs, monitoring progress, and planning actions based on the insights gained.
SurveySensum's services extend beyond just providing a platform for collecting and analyzing VoC data. They are committed to helping businesses understand and act on their customer feedback, offering expert guidance and training to ensure businesses can make the most of their VoC programs.
Proactive Worldwide
Proactive Worldwide is a global leader in VoC consulting, offering a comprehensive range of services that include customer insights consulting, competitive intelligence, and market research. Their team of experts uses advanced data analysis techniques to provide actionable insights that can drive business growth.
They are known for their strategic approach to VoC, which involves understanding the customer's perspective and using that information to inform business decisions. Their services are designed to help businesses stay ahead of their competitors by understanding their customers' needs and expectations better. They also offer training and workshops to help businesses implement VoC programs effectively.
Medallia
Medallia is renowned for its excellent support throughout the implementation process and beyond. They provide guidance and support to businesses, helping them make necessary changes and improvements based on customer feedback. Medallia's VoC consulting services are designed to help businesses understand their customers' experiences and expectations better.
Medallia's platform allows businesses to collect feedback from multiple channels, analyze it in real-time, and take action to improve customer experience. They also offer services like customer journey mapping and segmentation to help businesses know their customers on a deeper level and deliver personalized experiences.
