State of Voice of the Customer (Infographic)

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016.

For additional info, check out our VoC resource page.

voc-infographic-01

You can download (and print) this infographic in different forms:

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

2 thoughts on “State of Voice of the Customer (Infographic)”

  1. Has the Temkin Group produced a report on what is needed to build a strong Voice of the Customer program.
    Critical activities (both from the customer perspective as well as what needs to occur within the organization), important technologies and processes.
    More of a primer on building an effective and strong VOC program
    Thank you
    Ken

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