Accenture has developed for Legrand, a global specialist in electrical and digital building infrastructure, a new Voice of Customer (VoC) business model aimed at improving understanding of customer needs, pain points and preferences.
In a macroeconomic context requiring high data-driven precision in investment allocation, the VoC model enables companies to optimize their marketing, sales, services and strategic planning by prioritizing resources for specific customers and prospects.
The VoC model uses artificial intelligence (AI) to analyze “weak signals” from customers, helping to detect potential sources of future friction. With this model, companies can identify trends in customer feedback that are not immediately noticeable.
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The model analyzes correlations between customer experience metrics, such as satisfaction and Net Promoter Score (NPS), and financial metrics, such as revenue and cost of service. This data helps improve the customer experience and drive business growth.
Jesse Tumminello, Executive Director at Accenture Song, said: “Legrand has already made remarkable strides in becoming a customer-centric leader by systematically studying customer feedback to improve its products and services. With the implementation of a Voice of Customer business model, Legrand is taking the next step by adopting a data-driven approach to drive organic growth through an enhanced customer experience.”
SOURCE: Businesswire