Starting a Voice of Customer (VOC) program
I’m a big fan of KISS. The acronym, not the band. And for those of you who have met me, you know how I feel about acronyms!
KISS – Keep it Super Simple (I like this definition way better than the original) is what I think the mantra for starting a VOC program should be. VOC programs are core components of successful customer experience programs. I’ve been talking to a ton of people lately and there seems to be a few really big boulders that I see out there for Voice of Customer program leaders and analysts.