Gartner Research

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

Published: 21 April 2015

ID: G00276714

Analyst(s): Jim Davies

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
  • Key Challenges

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

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client