Capitalizing on Customer Feedback – Creating Measurable Value from Voice of the Customer (VOC) Programs
05 Feb 2010
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Capitalizing on customer feedback requires more than the occasional sending of surveys in response to ad hoc business needs. It requires a strategic and ongoing dedication to hearing, listening, understanding and acting upon the VOC through a formal program built upon actively listening to customers and regularly taking a pulse of their level of engagement.
That is the premise of a new paper now available from Allegiance, Inc. and Peppers & Rogers Group., Titled Capitalizing on Customer Feedback: Creating Measurable Value from Voice of the Customer (VOC) Programs, the paper provides analysis on how to apply business insights gathered from customer feedback to achieve sustainable growth throughout the enterprise.
Included in the paper are specific principles to follow in order to realize a return on investment in VOC programs. These principles include attaining clarity on the business problem to solve, analyzing structured and unstructured customer feedback with text mining and other technology, acting on customer feedback, and embedding customer feedback into the company culture.
In the paper, the reader will be introduced to:
- New ways to think about customer feedback
- Top nine most popular customer feedback strategies
- Five steps of VOC evolution
- Four principles to realizing a strong return on your VOC program
- Two real life case studies demonstrating the concepts in action
To download your complimentary copy, visit http://www.allegiance.com/prgvoc.
[...] Capitalizing on Customer Feedback – Creating Measurable Value from Voice of the Customer: The Allegiance Blog has a newly issued white paper that covers new ways to think about customer feedback, top customer feedback strategies, four principles to realizing value from your voice of the customer research. Download that one. [...]