Accenture develops innovative voice of customer model for Legrand
Accenture (NYSE: ACN), in collaboration with Legrand, a leading global specialist in electrical and digital building infrastructure, has introduced a new Voice of Customer (VoC) business model. This cutting-edge approach is designed to refine the understanding of customer needs, pain points, and preferences, marking a significant advancement in customer-centric business strategies.
The VoC model leverages artificial intelligence (AI) to analyze subtle “weak signals” from customer interactions, enabling companies to identify potential sources of dissatisfaction before they escalate. This proactive approach helps in recognizing trends in customer feedback that might otherwise go unnoticed, providing a strategic advantage in addressing customer concerns swiftly and effectively.
Jesse Tumminello, Executive Director at Accenture Song, emphasized the transformative impact of the VoC model: “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.”
This innovative model integrates customer experience metrics, such as satisfaction and Net Promoter Score (NPS), with financial metrics like revenue and cost of service. By doing so, it provides actionable insights that can directly influence strategic planning, marketing, sales, and service delivery, ultimately fostering better business growth and customer loyalty.
In today’s data-driven market, the importance of precise investment allocation cannot be overstated, and Accenture’s VoC model for Legrand is a testament to the power of targeted analytics in optimizing business operations and enhancing customer satisfaction.
The implementation of the Voice of Customer model by Accenture for Legrand represents a significant shift towards more dynamic and responsive customer relationship management. By harnessing AI to interpret complex data, companies can better anticipate customer needs and tailor their services to meet those demands, setting a new standard for customer interaction in the digital age.