Our Services

The Voice of Your Customer specializes in penetrating hard to reach, niche and underserved populations. Our programs offer instant information regarding the experiences, preferences and behaviors of customers and employees, allowing business leaders to immediately implement desired objectives.

Research and Assessments that use a variety of tools to gather information used to complete an independent audit of products, services, facilities and direct competition. Customized reports include video/audio recordings, manuscripts and research findings in summary and detail with recommendations for change. Research methods include:

• Ethnographic Interviews/Observations: Researchers observe participants using products and services in the home, office or retail location to obtain a deeper understanding of the relationship of individuals to products and services as a result of economic status, cultural heritage, belief systems and work environments.
• Facilitations: Moderators facilitate meetings and brainstorming sessions. The desired outcomes are a generation of ideas/issues from a broad forum that are then streamlined down to a set of concepts that warrant further exploration.
• Focus Groups: Participants meet for a single session to discuss to products, services, ads, issues or concepts to determine relevance and effectiveness.
• Focus Panels: The same respondents attend a series of groups over a fixed time period where products or ideas are evaluated as evolutionary changes are made.
• In-Depth Interviews: Researchers conduct one-on-one interviews to collect independent reactions to products, services, ads, issues or concepts.
• Mock Juries: Respondents listen to legal arguments and case points and then vote on these points and comment on what influenced their decision.
• Online Research: Focus groups, bulletin boards and/ or chat rooms conducted via the Internet used to obtain public opinion and/or independent reactions to products, services, ads, issues or concepts.

Mystery Observations and Program Compliance: More often than not, companies ask direct supervisors or other internal teams to audit customer interactions, often allowing friendships, alliances and politics to bias results. Partnering with The Voice of Your Customer ensures an objective analysis of customer experiences. Customized reports include video/audio recordings, manuscripts and research findings in summary and detail with recommendations for improvement. Research methods include:

• Secret Shopping: The use of qualified and pre-recruited researchers to anonymously assess policy compliance, customer service, selling skills, facility appearance and/or product quality of a business, organization or competitor. The evaluation may take place in person, via telephone or the Internet.
• Discrimination Testing: The use of qualified and pre-recruited researchers to anonymously collect information on treatment of customers with varying demographics. Depending on the setup of the program, these shops may be restricted by law.
• Operations Audits: The use of qualified and pre-recruited researchers to openly or anonymously evaluate the adherence of operational guidelines using yes/no questions and supplemental comments as opposed to opinion.

Power Training Sessions that offer employees and customers an introduction to a variety of subject matters using best in class examples, interactive activities, worksheets and role playing to reinforce principles. Most importantly, we incorporate the vocabulary, culture and goals of your organization into the training program to offer participants relevant examples of desired outcomes. Sessions typically run from 1-6 hours. The Voice of Your Customer offers a very affordable option to business training that ensures changes in behaviors and ownership of corporate objectives while maintaining an acceptable level of productivity in the workplace.

Media Campaigns that use market research, paid advertising, traditional public relations strategies, online services, street teams, event sponsorships, collateral materials and networking to promote events, products and initiatives. Our approach consistently yields an increase in activity and a change in consumer behavior. All you need is the desired message and we take it from there!