I regularly speak with small, fast-growing companies who often say they haven’t started an NPS, customer satisfaction, or Voice of Customer (VoC) program. When I ask them why, their common justification: “We’re still small, haven’t lost customers yet, and they stay in personal touch.”
While this “perceived” closeness is positive during growth, it’s precisely when companies should implement a VoC program – before issues arise.
Success breeds complacency, but as the customer base rapidly grows, personal outreach becomes impossible, and feedback scatters across channels, and is often lost. Cracks form, customers leave quietly, and problems are discovered too late. Most firms adopt formal customer feedback programs only reactively, after retention slips and churn starts popping up.
Launching a VoC program early achieves two key benefits:
1) It demonstrates seriousness and maturity to your customers: A structured feedback loop signals professionalism, building trust and credibility and 2) It enables data-driven growth: Systems and benchmarks enable early issue detection, preventing escalation and sharpening decisions.
As the saying goes, “An ounce of prevention is worth a pound of cure.” A VoC program prevents problems, not just reacts to them. Far too often, companies delay putting one in place, only to regret not starting it from day one.
Don’t wait until you lose a few customers to act. Implement a VoC program now even if you don’t have many clients. It will scale with your business, safeguard growth, and eliminate guesswork about customer intentions.
To paraphrase a famous Chinese proverb: “The best time to start a VoC program was years ago. The second best time is now.”
Learn more about how to create a successful VoC program with our new customer experience management platform by scheduling a call here.
Reaction is a growth acceleration platform that companies use to easily manage client relationships, uncover new opportunities, and grow their business. Our platform is specifically designed to run client programs, manage employee feedback, gather critical market insights, increase mindshare, generate new business, and analyze existing data sources.
