For Customer Experience Professionals

Sixteen Voice Of The Customer Recommendations

Insights From 40 Companies With Voice Of The Customer Programs

    Why Read This Report

    To understand the best practices in voice of the customer (VoC) programs, Forrester analyzed the 40 applications it received for its Voice Of The Customer award. When we examined the advice that applicants listed for other companies, we found 16 recommendations that fell into the following five categories: leadership, culture and alignment, listening to customer feedback, interpreting customer feedback, and reacting to customer feedback.
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    TABLE OF CONTENTS

    • Lessons Learned From 40 Voice Of The Customer Programs
    • Advice For Leadership
    • Advice For Culture And Alignment
    • Advice For Listening To Customer Feedback
    • Advice For Interpreting Customer Feedback
    • Advice For Reacting To Customer Feedback
    • RECOMMENDATIONS

      Stop Wasting Customer Feedback
    • Related Research Documents