Gartner Research

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

Published: 21 April 2015

ID: G00276714

Analyst(s): Jim Davies


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



  • 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

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