Who in your organization receives the results and feedback from your Voice of the Customer program? The C-Suite? Your customer service or customer success team? If your answer isnt everyone, you are shortchanging your Voice of the Customer (VoC) programand the potential return on investment.
The benefit of a well-executed VoC program is the impact it can have in every corner of your business. Unfortunately, in many cases, the results are kept to a few people or a few teams, and this leaves a lot of opportunity on the table. Thats not to say everyone should get immediate access to everything that comes back as part of the program. Rather, its about creating a culture where customer feedback becomes a regular part of the conversation in every department, even the ones you wouldnt initially expect to find value in the results.
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