Managing a Voice of the Customer (VOC) programme across 39 countries presents unique challenges and opportunities. From standardising surveys and metrics to creating actionable insights from customer feedback, the journey to building a consistent and impactful VOC program is one of continuous learning and, in Belron’s case, international collaboration.
In this session, we’re joined by Jamie Carter, VOC Manager at Belron, as he explains how the global leader in vehicle glass repair and replacement evolved its VOC strategy from focusing predominantly on Net Promoter Score (NPS) to a comprehensive blueprint that integrates text analytics, feedback loops, and a Center of Excellence (CoE) for innovation sharing. In this session, we will examine how customer insights uncovered unexpected drivers of detractor scores and led to transformative changes, and will offer actionable lessons for those looking to elevate their VOC programs.
Attendees will learn: