A well-designed and executed Voice of the Customer program is at the heart of any customer experience endeavor. But a VoC program does not simply appear, fully-formed at the heart of any organization, no matter how well planned it is. Any CX professional will be aware that their VoC program operates at multiple levels; tactical and strategic; leadership and front line; financial and operational. And at any given time, all these – and other – elements are progressing at slightly different speeds and with slightly different trajectories.
It’s useful to think of your program as having 5 facets of maturity. They may all be at a similar stage, but chances are some areas have evolved more quickly than others. Understanding where you are with each element is invaluable in helping you to plan next steps for evolving your program to ensure you continue to drive business value and keep your key stakeholders on board for the long haul.