Summary
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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