While Voice of the Customer (VoC) programmes are now commonplace, there is still a big range in the maturity and rigour of these projects within enterprises.
For many organisations, the temptation is to tackle customer feedback by simply blitzing it - collecting lots of data from lots of customers, gathering as much feedback as possible. However, unless there are concrete plans about what to actually do with the data being collected, then this is futile its just listening for the sake of listening, rather than listening for the sake of improving the experience. And this is common.
Voting 0
