OMG. Is it time to Stop the Survey Madness?

    I’m having one of those moments. I’m on line, answering emails and I received a request for feedback on a recent transaction I did with one of the financial institutions I do business with (and that we all revere as one of the best.)

    Because the rep was so good, I jumped at the opportunity to give feedback on his performance.  As I was filling out question after question after question and starting to get survey fatigue, my new Windows 10 installation popped up with a “Would you be willing to give us feedback on your new product?” and (I kid you not) I then got yet ANOTHER pop up for a web site I was using. Literally, three survey requests in less than 30 seconds.

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    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.

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