A Voice of the Customer (VoC) program captures, analyzes and reports on all customer feedback associated with your company.
It’s the heartbeat of any customer experience (CX) program. In fact, brands can’t meet or exceed expectations without having an established VoC program in place. That’s because, without customer feedback, you won’t know where to begin to improve your customer experience.
When done properly, a Voice of the Customer (VoC) program will give you real-time insight into your customers’ experiences. And from this feedback, you can identify trends and opportunities to improve CX across the customer journey.
The way a brand gathers and responds to customer feedback is also a reflection of the CX maturity of the organization. The more advanced your VoC program is, the more you’ll be able to meet or exceed customer expectations.
We recently published an extensive guide that covers everything about running a successful VoC program, including:
- How to launch a VoC program.
- How to take action with your customer feedback.
- How to prove the ROI of your efforts.
The guide also features the recording of a new webinar we launched with Forrester on how to build a simple and effective VoC program that impacts the bottom line.
Click here to access the free Voice of the Customer (VoC) program guide.
Infographic: Voice of the Customer Program
We’ve created a cheat sheet that highlights all of the key takeaways from the VoC guide.
Don’t be shy, embed this cheat sheet in your own blog post or website. Actually, we dare you to.
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