Join us for a webinar where you'll learn three actionable ways you can begin improving your Voice of the Customer (VoC) program today.

After the presentation, we'll open things up for an "Ask Me Anything" Q&A session -- bring your questions related to this VoC, or anything in the broader scope of customer experience.

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Join us live each Friday at 9am PT / Noon ET / 4pm GMT on Linkedin Live and right here on YouTube for a new presentation and an 'Ask Me Anything' Q&A session afterward.

Learn more, send in your questions, and get reminders at bit.ly/cxweekly -- and subscribe for more videos that will help your organization succeed while creating fewer ruined days for customers™

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Ideally, a Voice of the Customer Program gathers feedback in a consistent, ongoing basis from customers. This feedback can be sorted, categorized, and measured. As Peter Drucker famously said, “What gets measured gets managed.”

Measurement is a tool to understand how customers feel, what needs are unmet, and where there might be problems. VoC programs have a mix of measurements, based on the organization and their goals and needs.

Most VoC programs include the Net Promoter Score (NPS) metric to track loyalty behavior. Other metrics like Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and Customer Churn Rate or Customer Retention Rates might also be included.

Sentiment analysis tells leaders what types of emotions customers are sharing, either in unstructured feedback given directly to the company, or on social media or other public forums.

These are all great tools! But the best VoC programs provide more than a dashboard.

Is your VoC program leading to meaningful change?

Highlights:
0:00 Welcome
3:36 A Voice of the Customer story
6:26 Importance of connecting the data
7:04 What is a Voice of the Customer program for?
7:34 Key Ingredients of a meaningful VoC program
7:47 1. Context
9:00 2. Storytelling
11:29 3. Closing the Loop
13:59 Data from Microsoft’s Global State of the Customer Report
15:03 Build a daring dashboard
16:51 Wrapping Up

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