Organizational data silos can make it impossible for you to get the kind of holistic, real-time insights you need to improve the customer experience, anticipate customer behavior, drive business improvement, and maximize innovation and profitability. The most successful and holistic VoC programs, however, start with thorough planning! There are 5 simple steps you can leverage to plan a successful, holistic VoC program. These are: Define, Design, Listen, Analyze, and Act. While these steps seem so simple on the surface, the requirements that lie beneath guarantee your VoC program establishes goals, assigns accountability, and drives true business change that results in long-term returns.
To help you develop the most successful VoC program possible, Confirmit and MyCustomer joined forces to conduct research that will serve as a benchmark for VoC program planning and implementation. This infographic summarizes some of the key findings.