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The 2017 Voice of Customer Toolkit: All the Resources You Need to Launch a Successful Voice of Customer Program

Over the past few years, a dramatic shift in the balance of power between customers and brands has taken place; customers have become more knowledgeable and more empowered. They expect a stellar experience in every interaction, and an ever-increasing range of communication channels allows them to publicize whether or not they have received it. This shift in power has made companies realize the importance of providing a great customer experience to their customers.

Eighty-nine percent of companies plan to compete primarily on the basis of the customer experience by 2016  (Gartner)

In order to provide a great customer experience, brands need to better understand their users and customers. The most effective way to do this is with a Voice of Customer (VoC) program. A VoC program allows companies to systematically engage with users; understand their behavior, and gain insight into their wants and needs. Armed with these insights, brands are able to improve the customer experience across relevant touch points to meet the customers’ expectations.

Planning and launching a Voice of Customer program might seem like a daunting task, but fear not, we have put together the essential best practice guides to help you launch an effective Voice of Customer program in 2016:

  • The Voice of Customer Project Brief: This brief will help you focus and refine your Customer Experience efforts by guiding you to clearly define your objectives, learning agenda, resources, and plan of action.
  • The Voice of Customer Planning Guide: This guide contains a thorough blueprint of all the measurements, touch points, and objectives that are needed for your program.
  • The Customer Experience Cheat Sheet: This handy cheat sheet offers a neat mapping of business goals to customer journeys and touch points, covering the most important business objectives.
  • Vendor Review Checklist: Now that you have finished your planning, use this checklist to go over the components you need to consider, and the questions to ask when evaluating a Voice of Customer solution.

Are you ready? DOWNLOAD the 2017 Voice of Customer Toolkit and take your Customer Experience to the next level.

2017 voc toolkit

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