VOICE OF CUSTOMER
METABOLIC
METABOLIC'S VOICE OF CUSTOMER: UNLOCK THE POWER OF CUSTOMER INSIGHTS
WHAT IS THE VOC?
At Metabolic, we're committed to helping our customers optimize their metabolisms and transform their bodies and minds. That's why our VOC Program aims to reveal our customers' distinct goals, pain-points, and challenges - not just in their everyday lives, but also with our products, services, and customer experience.
By gathering these key insights, we're able to truly understand our customers and empower them to reach their goals. We can use this information to fine-tune our messaging, product design, customer experience, and communication throughout our brand, ensuring that we're always putting our customers first.
At Metabolic, we believe that transformation is possible for everyone. By listening closely to our customers and tailoring our work to their needs, we're able to help them achieve their goals and unlock their full potential.
WHAT IT'S NOT
The research and findings shown here only include information about our current Metabolic Renewal Buyers and prospects.
It does not account for our future expanded target audience: "The Optimizer".
KEY TAKEAWAYS: Q2 2023
3 UNIQUE
BUYER GROUPS
Understanding these unique groups allows for targeted messaging, design, communication and support.
HORMONE TYPE 4
Our research reveals that Hormone Type 4 customers have distinctive circumstances, facing significant weight loss challenges, increased stress levels, and major life changes, often exacerbated by hormonal fluctuations.
MOTIVATIONS
We conducted extensive research to gain insights into what motivates our customers. This valuable information comes straight from the source: our buyers themselves. Through this research, we were able to learn about their goals, the challenges they face, the obstacles they encounter, and what inspires them to take action.
#1 BUYER GROUP
Which group buys Metabolic Renewal most? And how did we hook them?
BIGGEST CUSTOMER PAIN-POINT
Based on insights from our Online Reputation Management , Social, Sales and Customer Service: This is the number one complaint from our customers.
WHAT INFORMATION CAN YOU FIND ON THIS SITE?
Key Insights
MR Journey Map
About the VOC
Share Insights
01
GOALS
At Metabolic, we try to keep our customers at the heart of everything we do. That's why our VOC program is laser-focused on truly understanding and empathizing with our customers, making sure we're always putting their needs first.
So what does that mean? Well, for starters, we've created this centralized hub for ongoing customer research and feedback. This way, every member of our team has access to the latest insights and can stay up-to-date on who are customers are, and what they are looking for.
But we don't stop there. We will regularly update our buyer personas, making sure that we can tailor our ads, products, services, and messaging perfectly to match our customers' needs and preferences.
And those insights will be distributed throughout the company, so everyone is informed and aligned with our customer base.
02
THE PROCESS
The VOC that we've created collects both qualitative and quantitative data using various methods such as surveys, performance marketing analytics, insights from customer-facing employees, and first-hand customer feedback. By taking a 360-degree view of our customers, we can always prioritize their needs to create the best possible experience for them.
We collaborate with key stakeholders across Sales, Growth, CX, Social, and other teams to gain a comprehensive understanding of our customers.
The Key Collaborators:
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Jeff & Creative bring a wealth of historical knowledge of our customer base, and they share ongoing buyer survey information.
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Montana & Performance Marketing provide strategic direction for Media, Creative and CRO, including crucial ROI analytics and engagement data.
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Lora & the Social Team keep a finger on the pulse of customer conversations and sentiment online.
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Chad & Ashley from Sales and Customer Service contribute valuable first-hand insights on customer needs and challenges, and offer feedback on customer experiences and interactions.
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Kaylyn & ORM add context from a customer complaint perspective, ensuring that we're aware of any issues and can address them proactively.
03
ABOUT
METABOLIC'S
VOC
ONGOING REFINEMENT
The VOC follows an iterative process of listening, interpreting, sharing, and refining. We will continually update our buyer personas and share new insights with the entire company, ensuring that we're always meeting our customers' evolving needs.
And the best part? You can benefit from the VOC Program too. By gaining a deeper understanding of our customers' goals, pain-points, struggles, and opportunities, you can make more informed decisions and contribute to a better overall customer experience. At Metabolic, we believe that every team member has a role to play in creating the best possible experience for our customers, and the VOC Program helps us do just that.
