Key Points to Developing a Successful Voice of the Customer Strategy

Voice of the customer

Claire Hill, Director of Customer Services at JD Williams, asks: Are you really listening to the voice of the customer?

Following on from her presentation at the Customer Experience Exchange for Retail, which took place in London last month, Claire discusses the following key steps to creating a successful voice of customer strategy:

  • Cross-company Customer Experience Ownership
  • Socialising Customer Feedback and Root Cause Analysis
  • Utilising Interaction Analytics Data
  • Optimising the Voice of the Customer