Report: Renovating Your Voice of the Customer Program

renovating your voice of the customer programWe just published a Temkin Group report, Renovating Your Voice of the Customer Program.

Here’s the executive summary:

Voice of the customer (VoC) programs are essential to any customer experience effort. In recent years, VoC efforts have continued to expand and support their organizations; however, going forward they will need to adapt to significant changes in data sources, technology, operational pressures, and consumer behavior. In this report, Temkin Group details how companies can propel their VoC programs into the future by:

  • Identifying Six Customer Insight Trends that will reshape VoC programs: 1) Deep Empathy, Not Stacks of Metrics; 2) Continuous Insights, Not Periodic Studies; 3) Customer Journeys, Not Isolated Interactions; 4) Useful Prescriptions, Not Past Descriptions; 5) Enterprise Intelligence, Not Customer Feedback; and 6) Mobile First, Not Mobile Responsive.
  • Sharing 30 examples that exemplify innovative VoC practices across each of the trends.
  • Helping companies lay the groundwork for VoC innovation with a description of how to drive change through three distinct stages.

For this report, we received submissions of innovative VoC practices from Confirmit, InMoment, Rant & Rave, Qualtrics, Verint, and Walker.

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Here are the best practices described in the report:

Innovative voice of the customer practices

Download report for $195+download renovating your voice of the customer program


Report Outline:

  • Voice of the Customer Programs Need an Overhaul
  • Six Trends That Will Reshape VoC and Customer Insights
  • Best Practices For Tapping Into VoC Trends
    • Trend #1: deep Empathy, Not Stacks of Metrics
    • Trend #2: Continuous Insights, Not Periodic Studies
    • Trend #3: Customer Journeys, Not Isolated Interactions
    • Trend #4: Useful Prescriptions, Not Past Descriptions
    • Trend #5: Enterprise Intelligence, Not Customer Feedback
    • Trend #6: Mobile First, Not Mobile Responsive
  • Introduce Innovation Throughout VoC Programs

 

Figures in the Report:

  1. Growing Role of Technology and Insight Sources in VoC
  2. Vendor-Submitted Best Practices By Trend
  3. Vendor-Submitted Best Practices By Trend
  4. Vendor-Submitted Best Practices BY Trend
  5. Innovative VoC Practices Across the Six Customer Insight Trends
  6. Intuit Design for Delight (D4D)
  7. GE Healthcare: Adventure Series
  8. Petsmart: Collecting Non-Mobile Feedback Through Mobile
  9. Mobile Telecommunications: Explore Variation by Channel
  10. Ally Bank: Design Standardized Methods For Prioritizing Insights
  11. Using Text Analytics to Understand Satisfaction Scores
  12. Example of Condensed Survey Design
  13. Probe for Immediate Survey Follow-Up
  14. Example of Mobile-Friendly Alert for Employees
  15. Customer Insights Readiness Checklist
  16. Mobile Feedback Transforms the Six D’s of Voice of the Customer

Download report for $195+download renovating your voice of the customer program

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.

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