The Top 10 Ways to Create an Effective VoC Program
Map out the customer journey. For each key interaction, ask “What matters most to my customers?” Use the answer as a basis for transactional surveys.
Identify recurring themes (staff attitudes, responsiveness, overall satisfaction). Use common questions to track performance across customer journey.
Build role-relevant reporting. Create automated alerts notifying managers of low scores to ensure a quick response & maximize opportunity for recovery.
Integrate feedback and CRM to automate event-driven surveys.
Personalize the content and manage follow-up actions carefully.
Create business rules to ensure that customers are not “over-surveyed.”
Make sure you provide opt-out mechanisms and respect opt-out requests.
Pass key feedback results back into your CRM in order
to maintain a single 360 degree view of your customer.
Use league tables to highlight best practices and create a culture of learning.
Share highlights of feedback results and actions taken with your customers. This shows customer respect and will help increase your response rates.
Integrate attitudinal feedback data with transactional and financial
(behavioral) data to identify actions that really make a difference.
And the #1 way to create an effective VoC program is:
Make sure to act upon the feedback you receive! Remember, it is the
action you take that improves the customer experience, not the feedback.