The “voice of the customer” is more than a catchy buzz phrase. It’s the collective summary of a customer’s feedback and sentiment toward a particular product or service. It’s a direct line of communication and feedback from customers that’s useful in shaping the future of products and services provided by a company.
MercuryGate’s hardwired use of customer feedback improves the experience throughout both the buyer journey and user journey. And I believe we deliver better products and services because we recognize that the voice of the customer is essential – and we listen. We’ve even been recognized by Gartner for our positive voice of the customer results.
Why Is The Voice of the Customer Important?
The voice of the customer (VOC) is not a review or wish list. Instead, it’s an active conversation that prioritizes customer service and needs. Through the voice of the customer, buyers and users become the focus of corporate objectives, which, in turn, yields better products and services. However, the voice of the customer is only valuable if an organization understands its customers and uses their feedback.
Leading Companies Drive Innovation with the Voice of the Customer
Customers are the heart and soul of the full MercuryGate tech stack – and they have been for over 20 years! By genuinely listening to the voice of the customer, we maintain that focus. In turn, MercuryGate is better able to deliver new capabilities, timely services, and access to features. Among these, capabilities like freight pooling or predictive ETAs alleviate strain during disruption.
MercuryGate Has a Purpose-Built Process to Engage Customers
We use VOC tools to open dialogue and engage with buyers and users through a dedicated customer portal. Here, we welcome development ideas and provide a resource for tracking those ideas – from ideation to development and launch on our software roadmap.
MercuryGate has received and incorporated hundreds of ideas into our roadmap. This vital input drives innovations and sparks creative, meaningful dialogue across our diverse customer base.
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Voice of the Customer Is at the Core of MercuryGate
When you choose a transportation management platform, make sure it is developed with attention to the voice of the customer. To learn more about how we use your feedback to engineer solutions that improve freight and logistics management, speak with an expert at MercuryGate today.
