|Image courtesy of Pixabay|
Strong Voice of the Customer (VoC) programs are a foundational element for any CX transformation. Transformations grounded in customer understanding lead to better outcomes for the business and for the customer.
And so it was on that premise that I compiled the three secrets of VoC success for a recent CMSWire.com webinar, in advance of my keynote at DX Summit in Chicago this November.
While I know that there are more than three keys to successful VoC programs, I was given 15-20 minutes to talk, which gave me time to pick three. I covered the following, but the devil is in the details; you'll want/need to listen to the webinar because I provide a lot of insights into each one of these:
- The importance of executive commitment
- Ingraining customer feedback into the DNA of the company
- How to ensure effective communication from internal teams to customers
At first they will ask you WHY you are doing it, but later they will ask you HOW you did it. -Unknown