Voice of the Customer Guide

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 guide

The why, what and how of running a VoC program

Companies have talked about the Voice of the Customer for years, and VoC has become engrained in many an organization's lexicon. So why do we need a VoC guide?



Surely the arguments have been made and won, best practices put into place and budget allocated to ensure everything runs smoothly. But, as we all know, that’s not the case. While the phrase “Voice of the Customer” may have been around for a long time, what we truly mean by the term has evolved dramatically. Companies’ relationships with their customers have become more complex, involving more channels and touchpoints than ever before, but customer expectations are at an all-time high. To cope with this, new technologies and methodologies have sprung up help customer experience professionals to make the right choices that will drive their business forward.

In this guide, we address a number of the critical elements of creating and managing a Voice of the Customer program. Most true programs (as opposed to an ad-hoc customer survey program) are still relatively immature and for businesses at that stage, there is some great guidance on rolling out new stages of your activities, identifying the right metrics for your organization and ensuring that you’re able to retain executive-level support in the longer term.

For companies with more established programs, there are also some best practices and ideas for expanding and developing your program. Additional areas, such as compliance and capturing the Voice of the Customer through your employees have provided huge benefits for companies that have implemented them, and we think you’ll pick up some exciting new ideas.


How Confirmit Can Help?

Confirmit enables organizations to develop and implement Voice of the Customer, Employee Engagement and Market Research programs that deliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual feedback and research programs that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment.

Confirmit’s customer engagement model provides the power to listen to the Voice of the Customer, integrate it with financial, operational and free-form text data to generate powerful insight, and take action that will deliver effective business change and create competitive advantage.

Learn more about Confirmit’s Voice of the Customer Software Solutions