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.
Why Is The Voice of the Customer Important?
Leading Companies Drive Innovation with the Voice of the Customer
Forbes further explained the value of this point, “Customers can get the support they need from your community and enjoy a direct line of communication to voice their feedback in that space. They get access to content resources, educational materials and product discussion (just to name a few). They build networks and stay connected with products through a system built around mutual value delivery — and all this contributes to a delightful customer experience, which drives loyalty and revenue.”
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
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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The 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.
