DEsiGN THE RIGHT VOC PRogram TO GET THE MOST OUT OF YOUR CUSTOMER LISTENING STRATEGY

Voice of Customer (VOC) program design is an integral step in building an insights program that provides the right level, frequency and style of insight for your organisation. In getting to an effective VOC program there are three key steps:

Program Design: a bespoke program designed based on your customer and organisational context. This first step is critical, yet many organisations miss it and rush straight to technology deployment. This can not only be a more costly approach, but can lead to sub-optimal insight generation and low buy-in.

Technology Selection: independent evaluation of platform provider options to ensure best fit and value for money.

Implementation: Support the effective integration and deployment of VOC. Importantly, this focuses heavily on the people side of things: equipping teams and managers with the right understanding, tools and processes to effectively use customer insight.