VOC

This video promotes the next Futurelab Weekly Webinar. We have already kicked off a serie of 13 weekly webinars around our CCC model - the recipe for a successful VoC implementation. 

This video focuses on the CORE of your programme - Who/When/What/How - your Data Strategy. You can register for the next webinar here or for any of the upcomming webinars in the series.

After the launch of the Futurelab Weekly Webinar last week, we now continue with the first webinar that goes more in-depth – how to start your Voice of the Customer programme.

What I am about to tell you may sound obvious – but most companies do not fully run this step at the beginning, while it is an absolute necessity. You need to establish your data-strategy.

We are proud and happy to announce the launch of the Futurelab Weekly Webinar. As we have accumulated so many insights, cases and presentations over the past 17 years of customer strategy, CX, VoC and EX consultancy, we thought it’s about time to really start sharing that content - every Tuesday at 12.30 CET, so it's a nice half hour during your lunch break.

This paper is not to convince you that you should have a Voice of the Customer (VoC) program. It’s 2020 – we assume you have this by now. If not, please let us know if you need arguments to convince your manager, we will help you. 

However, 50% of all Voice of the Customer practitioners are unhappy with their programme.

One of the questions we have been asked a lot recently is whether NPS is “GDPR-Proof”. Everyone is quite nervous about the GDPR regulation coming in May, as a misstep in managing the customers privacy could easily end up costing a company major amounts of fines.

I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017.

Not seeing the results or improvements you expected to see from your customer listening efforts?

Why is that? What's going on?

I've been known to cite two reasons for VoC program ineffectiveness:

How can you be sure that your VoC initiative stays fresh and relevant?

Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. What are you doing to ensure that your listening efforts are always fresh and relevant?

Do you know the top three secrets of VoC success?

Strong Voice of the Customer (VoC) programs are a foundational element for any CX transformation. Transformations grounded in customer understanding lead to better outcomes for the business and for the customer.

And so it was on that premise that I compiled the three secrets of VoC success for a recent CMSWire.com webinar, in advance of my keynote at DX Summit in Chicago this November.

I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016.

Today's post is a slightly-updated version of one I originally published on Compellon's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design.

You’ve been running your voice of the customer (VoC) program for the last couple of years, and you’re frustrated because you can’t seem to move the needle on the customer experience.