Forrester analyst Adele Sage has edited a selection of the top 10 best pieces of advice from Voice of the Customer (VoC) leaders to help make your programs successful.
Build executive support: The majority of nominees offered this advice, and it’s consistent with Forrester’s own research showing that executive support builds a foundation for VoC success. Executive support helps CX pros put key building blocks in place, such as adequate tools to collect and analyze data and processes to systematically act on it. How do you build support? Prove the value of the program by demonstrating tangible business value. Track the results of service recovery efforts to save unhappy customers and aggregate the results of improvement projects initiated by VoC-collected data.Set a VoC strategy: Before you get overwhelmed with piles of data, develop a long-term approach for your VoC program that fits with your overall customer experience strategy. Design the program up front to scale as it grows. And don’t forget those execs who are supporting you; involve them in defining the strategy.
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