Seven secrets of voice of the customer success
It’s very easy to get VoC wrong. To help prevent this, this whitepaper provides you with a step-by-step guide to VoC enlightenment
Voice of the Customer
Over the past few years, Voice of the Customer (VoC) programmes have become an established path to delivering enhanced customer experiences, engaging employees and driving business change.
Why then, is every business not running a slick and successful VoC programme? The benefits have been well-established, particularly in markets where product and price differentiation are limited, or where great customer experiences are demonstrably able to deliver higher revenues, improved retention or reduced costs.
The answer is simple. It’s very easy to get VoC wrong. Programmes rushed out for the wrong reasons, or created within the vacuum of a single department will never fulfil the destiny you hope for. Neither will programmes that lack sufficient budget and which might deliver insight but not the financial clout to take necessary action.
Firstly, it’s vital to identify the right model for your business and follow it. Ensure that you can define, design and implement your programme with clear goals in mind, and then analyse and act on the insight you gather. But what else? What are the secrets to succeeding at each of those stages? As customer experience practitioners, you need to know the secrets that will unlock our programme’s potential and secure its future success.
This whitepaper provides seven steps towards that vision. Built into a clear model for your Voice of the Customer programme, these will set you on the path to VoC enlightenment.
Customer Feedback & Satisfaction
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