15 Voice-of-the-Customer Best Practices Linked to Organizational Maturity
Archived
Published: 21 April 2015
ID: G00276714
Analyst(s): Jim Davies
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Summary
Because of their business impact, VoC programs are becoming more popular; however, determining the most-effective implementation of VoC best practices is the most-commonly cited organizational challenge for IT leaders supporting the customer experience. Here we outline the key steps they must take.
Table of Contents
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Introduction
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Analysis
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Beginners
- Best Practice No. 1: Audit Existing VoC Activities and Apply Best Practices
- Best Practice No. 2: Build a Business Case
- Best Practice No. 3: Develop the Organizational Infrastructure
- Best Practice No. 4: Define the Scope of VoC Within Your CEM Strategy
- Best Practice No. 5: Learn From Others
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Intermediate
- Best Practice No. 1: Encourage Employees
- Best Practice No. 2: Embrace a Multiphase Strategy
- Best Practice No. 3: Pilot the Most-Promising VoC Feedback Technologies
- Best Practice No. 4: Determine the Most-Appropriate Solution Architecture and Data Model
- Best Practice No. 5: Engage a VoC-Focused Service Provider
- Best Practice No. 6: Close the Loop by Creating a Mechanism for Insight Distribution
- Best Practice No. 7: Develop Metrics and Measure the Impact of VoC
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Advanced
- Best Practice No. 1: Hunt Down and Embrace Innovation
- Best Practice No. 2: Engage in CX Leader Communities
- Best Practice No. 3: Seek Public Adulation
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Beginners
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