15 Voice-of-the-Customer Best Practices Linked to Organizational Maturity


Archived Published: 21 April 2015 ID: G00276714

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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

  • Introduction
  • Analysis
    • 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
    • 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
    • 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
  • Gartner Recommended Reading
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