VOC

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What You Need to Succeed as a VOC Leader

By | 2017-06-02T09:29:20+00:00 September 14th, 2016|Categories: VOC and Customer Insights|Tags: , , , , |

Author's Note: This is the sixth of a series of six posts about Why You Shouldn't Be Surprises Your VOC Program is Failing.   Failure is only permanent when you decide it is. That statement holds true in any scenario and the truth of it burns deeply when you realize that failure, like success, is ultimately your choice. If your [...]

Why Having Guts and Following Your Gut Leads to VOC Success

By | 2017-06-02T09:29:24+00:00 September 12th, 2016|Categories: VOC and Customer Insights|Tags: , , , , |

Author's Note: This is the fifth of a series of six posts about Why You Shouldn't Be Surprises Your VOC Program is Failing.   Did your Voice of the Customer (VOC) tool vendor or consultant tell you you’re going to need to have the guts to stand up for your VOC program in the face of challenges and sometimes [...]

Why Good Relationships Matter to VOC Program Success

By | 2017-06-02T09:29:24+00:00 September 7th, 2016|Categories: Organizational Adoption of CX, VOC and Customer Insights|Tags: , |

Author's Note: This is the fourth of a series of six posts about Why You Shouldn't Be Surprises Your VOC Program is Failing.   Voice of the Customer (VOC) programs are not self-sufficient islands. They need a wide variety of resources from across the company. And, other people control those resources. Here are just a few examples: Data from [...]

When Your Genius is not Enough for VOC Program Success

By | 2017-06-02T09:29:24+00:00 September 5th, 2016|Categories: Metrics and ROI, VOC and Customer Insights|Tags: , , , , |

Author's Note: This is the third of a series of six posts about Why You Shouldn't Be Surprised Your VOC Program is Failing.   There are few multi-expertise geniuses in the history of humanity. Don’t make the mistake of thinking you’re one of them. The best Voice of the Customer (VOC) programs and highest value VOC projects are led by [...]

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 [...]