Interested in a Voice of the Customer Program? First build executive support. Those who have gone through the process all say it is critical. It is also consistent with research showing that executive support builds a foundation for VoC success.
Executive support helps Customer Experience pros put key building blocks in place, such as adequate tools to collect and analyze data and processes to systematically act on it.
How do you build support? Prove the value of the program by demonstrating tangible business value. Track the results of service recovery efforts to save unhappy customers and aggregate the results of improvement projects initiated by VoC-collected data.
So, get started fast but make sure the C-suite is on board.
[...] also consistent with research showing that executive support builds a foundation for VoC success. More [...]
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