When it comes to creating an outstanding customer experience, Voice of the Customer (VoC) programs are a top priority and area of differentiation for operations teams and CX leaders. According to Forrester, just 33% of CX professionals say their VoC program is effective at driving action to improve customer experience. This means there’s tremendous room for improvement in the implementation and execution of these programs.
VoC programs require a wide skill set, deep expertise, and a significant commitment from leadership within the company. As a result, it can be challenging to get these programs past the infancy stage. In many cases, leaders are looking for ROI, yet the programs don’t have what they need to impact business results. It’s time for strategies to evolve so that VoC programs can drive increased customer loyalty and proven ROI. For that to happen, there needs to be a fundamental shift where programs move from listening to customers to truly understanding them.
https://customerthink.com/voice-of-the-customer-programs-one-strategic-shift-you-need-to-make/
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