goals

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Why ROI Goals are Essential to your VOC Program

By | 2017-06-02T09:29:24+00:00 August 31st, 2016|Categories: VOC and Customer Insights|Tags: , , , |

Author's Note: This is the second of a series of six posts about Why You Shouldn't Be Surprised Your VOC Program is Failing.   Every Voice of the Customer (VOC) program needs goals that are clear and measurable. The program itself must be held accountable to generate insights that drive ROI. Otherwise, there is no point in investing in [...]

Why you shouldn’t be surprised your VOC program is failing

By | 2017-06-02T09:29:24+00:00 August 29th, 2016|Categories: VOC and Customer Insights|Tags: , , , |

Author's Note: This is the first in a series of six posts on to help VOC professionals build a successful VOC Program.   The reported statistics are staggering. More that two out of three Voice of the Customer (VOC) programs fail to deliver actionable insights. While these reports are staggering, they’re not completely unexpected. How many of [...]