Voice of the Customer: Best Practices
Trying to improve your customer experience? Start by listening—to their opinions, goals, concerns, and expectations. The trick, of course, is what comes next. That’s where Voice-of-the-Customer (VOC)
Trying to improve your customer experience? Start by listening—to their opinions, goals, concerns, and expectations. The trick, of course, is what comes next.
That’s where Voice-of-the-Customer (VOC) comes in. Building VOC programs has become a priority for many businesses, because VOC offers a structured process for deepening customer relationships, improving customer experiences, building new products and services, and turning subjective opinions into actionable business intelligence. Unfortunately, it’s fraught with risk. Done poorly, VOC can frustrate customers, waste resources, and distract your product teams from more important strategic priorities.
This eBook reviews best practices for building effective VOC programs. The first step is to make sure you’re gathering relevant customer data. Then, you’ve got to embed that data into strategic and tactical decision-making processes across the enterprise.
Sounds simple, right?