Whether building a VoC programme from the ground up, or connecting a series of pre-existing disparate programmes into a cohesive framework, these are the building blocks you need to create a Voice of the Customer strategy.
The chances are that your business has a Voice of the Customer programme in place. In fact, it is likely that you have several. Many organisations these days have multiple teams around the business capturing feedback across different channels to support their separate departmental goals.
https://www.mycustomer.com/experience/voice-of-the-customer/listen-up-how-to-build-a-voice-of-the-customer-strategy/
If no action is taken, capturing online customer feedback is just a vanity tool. Equally, if customer feedback is simply stored in a system and nobody looks into it, the organisation is deprived of valuable customer insight.
https://mopinion.com/digital-customer-experience-the-sum-of-insight-and-action/
