The Voice of Your Customer was founded in 2005, primarily as a secret shopping company designed to assist small businesses to improve customer service. The company soon expanded the secret shopping services to include telephone/audio/video recordings, website assessments and observations of services provided by home improvement technicians, mechanics and other skilled tradespersons. The company also transitioned the secret shopping services to include audits, compliance, and product testing and expanded the client list to include non-profit organizations. In addition, The Voice of Your Customer became a government contractor.
Today, The Voice of Your Customer is a full service marketing firm that assists clients to penetrate niche markets using of surveys, focus groups, secret shopping, customer service training, and media campaigns. Additional services include in-depth interviews, program and market assessments, discrimination testing, business trainings, public relations, and social marketing campaigns.
The firm is privately owned by President Crystal L. Kendrick and is certified as a small, minority owned, woman owned and disadvantaged business. The firm serves a variety of clients as a Tier 1 and a Tier 2 supplier that include: federal, state, regional, county and local governments; non-profit organizations; privately owned businesses; corporations; health care providers; and educational institutions. The firm is headquartered in the Walnut Hills community of Cincinnati, Ohio, with employees and subcontractors in the US, Latin America and Africa.
For outstanding achievements in performance, innovation and community involvement, The Voice of Your Customer has been recognized by the Cincinnati Chamber of Commerce, Ohio Civil Rights Commission, Public Relations Society of America – Cincinnati Chapter, South Central Ohio Minority Supplier Development Council (NMSDC), US Small Business Administration, and Women’s Business Enterprise – South East. More
The Voice of Your Customer is a member of the Cincinnati Chamber of Commerce, the Cincinnati African American Chamber of Commerce, the Cincinnati Better Business Bureau, the Cincinnati Visitors Bureau, the Public Relations Society of America and the Cincinnati Association of Black Journalists. More
The Voice of Your Customer remains a corporate steward and an active member of the Cincinnati community, offering financial support, in-kind services and/or event sponsorships to a variety of non-profit organizations, start up businesses and educational programs for student entrepreneurs. The Voice of Your Customer also adheres to policies designed to promote Work Place Ethics, Equal Employment Opportunities, Affirmative Action, Privacy, Sustainability and a Tobacco Free Workplace. Additionally, The Voice of Your Customer maintains and routinely tests well defined Disaster Policies Recovery designed to secure the physical and electronic assets of the firm.
