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For Customer Experience Professionals

Lessons From Forrester's 2012 Voice Of The Customer Award Winners

A Look Inside The Voice Of The Customer Programs At Barclaycard US, Cisco, And Vanguard

November 15, 2012

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Why Read This Report

This year, Forrester recognized three winners of its fourth annual Voice Of The Customer Awards: Barclaycard US, Cisco Systems, and The Vanguard Group. Each of the winning voice of the customer (VoC) programs takes a unique approach to systematically acting on customer feedback but shares characteristics that other firms can emulate. In particular, customer experience professionals should centralize their VoC teams, incorporate and align multiple feedback sources, and measure the impact of listening efforts.

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Table of Contents

  • Leading VoC Programs Drive Action And Demonstrate Results
  • RECOMMENDATIONS

  • Follow The Best Practices Of The VoC Award Winners
  • Supplemental Material
  • Related Research Documents