Voice of the Customer (VoC) programs have become an established path to delivering enhanced customer experiences, engaging employees and driving business change. The problem is that it’s very easy to get VoC wrong. Programs rushed out for the wrong reasons, or created within the vacuum of a single department will never fulfill the destiny intended. Neither will programs that lack sufficient budget and which might deliver insight but not the financial clout to take necessary action. By letting you in on these 7 secrets, this white paper will help identify the right model for your business and guide you to a successful VoC program:
- Build executive support
- Strategize and plan
- Get organized
- Lose the silos
- Communicate
- Add Voice of the Employee
- Act fast and innovate
