As technology advances rapidly and customers become increasingly demanding, successful businesses understand that agility and listening carefully to the voice of the customer (VoC) is not just an option - it's a necessity. It is a key tool that enables us to improve products, services and maib customer experience.
What is the Voice of the Customer?
It's more than just a collection of feedback and opinions. It is a valuable source of information that we use to understand customer needs, wants and preferences. In this way, we can make better-informed decisions, create products and services that truly suit customers and even anticipate behaviours, proactively communicate with our customers and offer tailored products and services afterwards.
How does VoC work?
The process is extremely simple: we listen, understand, and act.
- We listen: we collect customer feedback via any tool or channel: survey, customer service interaction and even social media.
- We understand: we analyse the information collected to identify trends, behaviour patterns, preferences and pain points. All to know how customers feel and what their expectations and needs are.
- We act: we set priorities and implement changes and improvements based on these insights. Changes can range from small adjustments to products and services to process optimisation - all for a better customer experience.
Simplifying the customer experience
Excessive complexity can significantly deter customers, especially when combined with innovation. We want the user interaction of digital solutions to be intuitive, simple and without unnecessary steps.
Ongoing transformation
Through continuous transformation, we become better and more relevant, thus getting closer to our customers. The key is proactive listening, evolutionary understanding and - of course - continuous action. This is how we stay connected to our customers, anticipate their needs, and stay competitive.
A highly topical example of simplifying and transforming the maib customer experience is the maibank mobile app we are developing and constantly adding new functionality. After every iteration, the app becomes simpler, more intuitive, accessible and convenient. And one of the core pillars of this change remains the Voice of the Customer - heard, understood and put in the center of our focus.
Victoria Zanoga, Head of Customer Experience and Quality Department
