The voices of your customers and your employees are often listened to and treated entirely separately. Organizations that run Voice of the Customer and Voice of the Employee programs usually conduct them at different times, using different teams. What’s more, they’ll invariably have entirely different objectives, and different KPIs against which outcomes are measured.
While any organization embracing either a VoC or VoE program should be applauded for proactively listening to its stakeholders, treating them in isolation is to miss the fundamental relationship that exists between staff and customers.
Leading-edge businesses are now starting to realize the business benefits of linking VoC and VoE, understanding that the way employees think, act and treat customers reflects the company ethos as a whole, and affects the way customers perceive the brand and the people behind it.
In this white paper, we examine the inextricable link between VoC and VoE and provide best practices that will drive both customer and employee engagement. In this paper you’ll learn about:
- The business need for Voice of the Customer through the Employee (VoCE)
- How to prove the ROI of an integrated VoC and VoE approach
- The critical considerations for putting VoCE into practice.