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For Customer Experience Professionals

How To Build Your Voice Of The Customer Program

May 1, 2013

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Why Read This Report

Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. CX pros need to know how good their programs are, how they compare with others, and how to build their programs over time. This report maps out three levels of maturity for VoC programs and provides a self-assessment for companies to identify their own strengths and weaknesses.

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Tools And Templates

Best Practice Assessments

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  • VoC Program Self-Assessment Criteria

Table of Contents

  • VoC Programs Can Drive CX Improvements
  • The Three Phases Of VoC Program Maturity
  • Assess A VoC Program For Its Maturity
  • RECOMMENDATIONS

  • Build Your VoC Program To Support Taking Action
  • Supplemental Material
  • Related Research Documents

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