Transforming the Voice of Customer: Turning insights into Action
Going beyond just simple customer feedback
Building Voice of Customer, or VOC, programs has become a priority for many businesses. That’s exciting, because VOC can help companies deepen customer relationships, improve customer experiences, build new products and services.
Unfortunately, it’s fraught with risk. Done poorly, VOC can frustrate customers, waste resources, and become revenue pit. But, why do so many of these programs fail? It’s because VoC insights get lost in data silios and remain unactionable.
When executed well Voice of Customer programs can transform customer data into in-context information that can flow into and through your company in ways that inform decision-making and drive cross-functional Return on Investment.
- Which questions to ask in order to get the most actionable customer insights
- Which metrics to measure – and ignore – in the age of customer centricity
- How to “read between the lines” to learn how your customers really feel
- How to measure the ROI of your voice of the customer strategies