Best Practice Report

Q&A: The Social Analyst's Primer On VoC Programs, Data, Vendors, And Collaboration Tips

September 25th, 2015
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Samantha Ngo, null
Samantha Ngo
Allison Smith, null
Allison Smith
With contributors:
Mary Pilecki , Harley Manning , Emily Miller , Rachel Birrell

Summary

Few CI professionals integrate their social media into the voice of the customer (VoC) programs that their colleagues run. It's time for them to stop ignoring this valuable source of feedback. This report answers the top questions and concerns that CI pros have about the role their social data can play in their company's VoC program. It explains why social data is relevant, what types of social media to focus on, the challenges of integrating social into VoC, why social can't replace surveys, how to collaborate with the VoC team, and which vendors can help.

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