New Report: Voice Of The Customer Programs Grow Up

April 6, 2011 Leave a comment

We just published a new Temkin Group report, Voice Of The Customer Programs Grow Up.

The report identifies 20 leading practices for a closed-loop voice of the customer (VOC) program and discuses how the next generation of VoC programs will require technology investments and force market research organizations to change.

Here’s the executive summary:

Voice of the customer (VoC) programs are critical components of customer experience initiatives. And they should be; they work. Most companies report solid business results from these efforts. Temkin Group’s research shows, however, that most VoC programs are in the very early stages of maturity. To reach the next level of evolution, these programs must improve across what we call the Six Ds of closed-loop VoC programs: Detect, Disseminate, Diagnose, Discuss, Design, and Deploy. As large companies gain VoC maturity, they will increasingly require higher levels of automation found in Customer Insight and Action (CIA) platforms. To remain relevant in this changing environment, market research organizations will need to change how they operate.

Download report for $195

Here’s are the 20 practices across what Temkin Group calls the Six D’s of a closed-loop VoC program:

Download report for $195

The bottom line: Make sure your VoC program is growing up

Filed under CCXP2 Voice of the Customer, Customer Insight, and Understanding, Customer Connectedness, Customer experience, Temkin Group Research, Voice of the customer Tagged with

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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