Voice of the customer strategy workbook

If you’ve ever left a review on a hotel, airline, or car rental shop website to warn future vacationers after a disappointing trip, then you recognize the power of a customer’s voice.

The key to thriving in the modern experience economy is understanding the needs and wants of your customers and delivering on their expectations across the total experience. That’s where Voice of the Customer (VoC) comes in. VoC provides the fuel for exceptional customer experiences by enabling your organization to keep its finger on the pulse of the customer.

Give your VoC strategy a boost

This workbook is designed to help you and your organization explore the key preliminary steps that will help chart the course for a successful VoC project.

Learn how to:

• Define your strategic focus
• Foster buy-in and engagement
• Build a VoC program with the customer in mind
• Plan to act on feedback
• Coordinate technology partnerships