If your organization is conducting regular customer satisfaction and experience research, congratulations. You are doing more than most. However, if you want to effect real tangible improvements in customer experiences a Voice of the Customer (VoC) Feedback Program is the only way to achieve this.
Essentially VoC programs are built on two principles. 1. The sooner your customers provide feedback after their experience, the more valuable and richer their insights. 2. The sooner you operationalize those insights across your organization the greater, positive impact you can have with all your customers and their experiences.
OUTCOME: Continuous customer insights drive signficant gains in customer experience and brand loyalty.