For Customer Experience Professionals

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	March 17, 2010 Crafting Your Voice Of The Customer Program Best Practices In Six Key Areas Of A Closed-Loop Voice Of The Customer Program by Bruce D. Temkin with Andrew McInnes, Rachel Zinser	Average: 10  (3 ratings)

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Executive Summary

Most large North American companies have some type of voice of the customer (VoC) program in place. But most of these programs fall short of fueling customer-centric behaviors. Our analysis found that successful closed-loop VoC programs combine six components: listening, interpreting, reacting, monitoring, culture and alignments, as well as governance and organization. To uncover best practices across the six components, we interviewed four firms with well-established VoC practices: Experian Information Solutions, KeyBank, Progressive Casualty Insurance, and Vanguard. Based on this research, we also developed a self-test for firms to assess their own VoC programs.

Keywords

• Voice of the customer

TABLE OF CONTENTS

• The Voice Of The Customer Isn't Getting Through
• Six Components Of A Closed-Loop VoC Program
• Lessons Learned From Four VoC Programs
• Assess The Strength Of Your VoC Program

RECOMMENDATIONS

• Focus On Three Areas To Start Your VoC Program
• Supplemental Material
• Related Research Documents

This is an excerpt

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