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For Customer Experience Professionals

The State Of VoC Programs, 2012

VoC Programs Are Developing But Still Don't Deliver Enough Value

October 02, 2012

By Adele Sage with Ron Rogowski II, Allison Stone, Molly Murphy

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Why Read This Report

Companies use voice of the customer (VoC) programs to collect and analyze customer feedback, make customer experience improvements, and track the results of those improvements. In order to assess how well VoC programs carry out this mission, we polled our Global Customer Experience Peer Research Panel. We found that most firms still don't get the value they could from their programs, though core capabilities are improving. This report explores what programs do well and not so well, which factors contribute to success, and what approach customer experience professionals can take to calculate the financial value of their VoC programs.
Tags: Customer Experience Management, Marketing & Strategy, Multichannel Customer Experience, Voice Of The Customer
US $ 499
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TABLE OF CONTENTS

  • Voice Of The Customer Programs Start To Grow Up

  • RECOMMENDATIONS

    Prove The Business Value Of Your VoC Program
  • Supplemental Material
  • Related Research Documents
 
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