How To Build Your Voice Of The Customer Program
May 1, 2013
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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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
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Tools And Templates
Best Practice Assessments
- 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
- Build Your VoC Program To Support Taking Action
- Supplemental Material
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