How to Plan a Successful Voice of the Customer Strategy

Confirmit Team

Confirmit Team

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Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 

Author Bio


Voice of the Customer (VoC) programs have become an established path to delivering enhanced customer experiences, engaging employees and driving business change. When creating your Voice of the Customer plan, it’s imperative that your organization has clear goals and KPIs that align with company objectives and drive business growth.

Unfortunately, it’s very easy to get your Voice of the Customer strategy wrong. Voice of the Customer plans are often rushed out for the wrong reasons, or created within the vacuum of a single department will never fulfill the destiny intended. A VoC strategy that lacks sufficient budget and which might deliver insight but not the financial clout to take necessary action.

By letting you in on these 7 Voice of the Customer strategic planning secrets, this white paper will help identify the right model for your business and guide you to a successful VoC strategy:

  • Build executive support
  • Strategize and plan
  • Get organized
  • Lose the silos
  • Communicate
  • Add Voice of the Employee
  • Act fast and innovate

For a more in-depth look at the 7 essential steps to planning a Voice of the Customer strategy download our guide below:


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