Dave's Top 10 for April: Creating an Effective VoC Program

#10

Map out the customer journey. For each key interaction, ask "What matters most to my customers?" Use the answer as a basis for transactional surveys.

#9

Identify recurring themes (staff attitudes, responsiveness, overall satisfaction). Use common questions to track performance across customer journey.

#8

Build role-relevant reporting. Create automated alerts notifying managers of low scores to ensure a quick response & maximize opportunity for recovery.

#7

Integrate feedback and CRM to automate event-driven surveys.
Personalize the content and manage follow-up actions carefully.

#6

Create business rules to ensure that customers are not "over-surveyed."
Make sure you provide opt-out mechanisms and respect opt-out requests.

#5

Pass key feedback results back into your CRM in order
to maintain a single 360 degree view of your customer.

#4

Use league tables to highlight best practices and create a culture of learning.

#3

Share highlights of feedback results and actions taken with your customers. This shows customer respect and will help increase your response rates.

#2

Integrate attitudinal feedback data with transactional and financial
(behavioral) data to identify actions that really make a difference.

And the #1 way to create an effective VoC program is:

Make sure to act upon the feedback you receive! Remember, it is the
action you take that improves the customer experience, not the feedback.