Voice of the Customer
We deliver insights from our Voice of the Customer process in compelling presentations that not only tell you the story of customer needs, but also guide you on what to do about it. We tell you what matters most to your customers and what matters least, so you can prioritize your team’s limited resources to design solutions that win in the marketplace.
For over thirty years, product managers and customer experience professionals have relied on AMS to answer the first and most important question in all innovation: What do customers need? Whether you are working on incremental enhancements to your customer experience design, designing a breakthrough new product, or creating a disruptive business model, our Voice of the Customer process can help you find insights nobody else has, reducing your risk of failure and saving you time and money.
At AMS we know that real insight comes from examining customer experiences and understanding customers to develop a keen sense of empathy. We observe, we inquire, and we measure. What are customers trying to do? How do they solve those problems today? What are their frustrations or pain points? What is their experience working with your company or with your competitors?
We use storytelling and projective techniques to explore customer experiences
Customer Journey Maps
We examine customer experiences across all touchpoints
We record everything and work from verbatim interview transcripts, not notes, ensuring no insight is overlooked
We observe customers—live or using mobile technology—using products and services
Voice of the Customer Surveys
We conduct customer needs prioritization analysis to understand satisfaction and identify gaps in the market
Your Customers are Ready to be Heard
Are you ready to Listen?
Learn how to apply Voice of the Customer at your own organization
Listening to the Voice of Customer
Innovate with confidence