For Customer Experience Professionals

Primary Analyst Photo	Document Information	Rate this Document
	November 11, 2009 Sixteen Voice Of The Customer Recommendations Insights From 40 Companies With Voice Of The Customer Programs by Bruce D. Temkin with Shelby Catino	Average: 9  (4 ratings)

This is an excerpt

Executive Summary

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.

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

This is an excerpt

Buy Risk-Free

Price: US $499

Our Money-Back Guarantee: If you are not completely satisfied, return it for a full refund within three weeks of your online purchase.

Already a Forrester Client?
Log in to read this document.