The Building Blocks of a Successful Voice of the Customer Program

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Become a more customer-centric organization and get to building your own voice of the customer (VoC) program. The free ebook is an introduction to the process of collecting, analyzing, and applying customer feedback to improve your product. Crucially, it can help you defend the argument that VOC programs aren't only a support team concern. From PMs to sales to stakeholders, listening to the voice of the customer should be part of your retention strategy and a driver of revenue.

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you should read this ebook if...

  • You'd like to establish a formal voice of the customer program at your company
  • You work on the customer support or success team and need to fully understand the benefits and context of a VOC process before presenting to higher ups
  • You need help figuring out which customer feedback channels to use, and how to better align teams around them

about this ebook

A successful voice of the customer process turns customer data and feedback into actions and results. To execute on it, each team should be responsible for different parts of the process, whether that's tending to in-app feedback, relaying social media sentiments, or pushing surveys and reviews. So start out by helping others understand that a VOC program is important to the entire company and its bottom line. Define it in terms of business goals. Are you aiming to reduce churn? Increase free trial conversions? You can always fall back on virality, too — voice of the customer programs often boost your net promoter score, and encourage more customers to recommend the company.

Become a more customer-centric organization and get to building your own voice of the customer (VoC) program. The free ebook is an introduction to the process of collecting, analyzing, and applying customer feedback to improve your product. Crucially, it can help you defend the argument that VOC programs aren't only a support team concern. From PMs to sales to stakeholders, listening to the voice of the customer should be part of your retention strategy and a driver of revenue.

The Building Bl...PendoVoice of the Customer & MetricsThe Building Blocks of a Successful Voice of the Customer ProgramFew things are more powerful than heeding the voice of the customer. It’s not that the customer is always right or that you should prioritize all customer feedback — but with an established VOC program, you can tend to the most pressing concerns. Learn how to gather that customer data in-app and through follow-ups, share it with the appropriate teams, and get to the right resolutions with our free resources on voice of the customer.CustomerHey CS pros, lean on us. We've got the free resources every customer support professional needs. Learn from the best customer experience ebooks to reduce churn and improve retention. Find support team-tested best practices for amplifying the voice of the customer within your org. And get buy-in for the customer service tools your team and your customers need to thrive.The Building Bl...PendoVoice of the Customer & MetricsThe Building Blocks of a Successful Voice of the Customer ProgramFew things are more powerful than heeding the voice of the customer. It’s not that the customer is always right or that you should prioritize all customer feedback — but with an established VOC program, you can tend to the most pressing concerns. Learn how to gather that customer data in-app and through follow-ups, share it with the appropriate teams, and get to the right resolutions with our free resources on voice of the customer.CustomerHey CS pros, lean on us. We've got the free resources every customer support professional needs. Learn from the best customer experience ebooks to reduce churn and improve retention. Find support team-tested best practices for amplifying the voice of the customer within your org. And get buy-in for the customer service tools your team and your customers need to thrive.

Key insights

A successful voice of the customer process turns customer data and feedback into actions and results. To execute on it, each team should be responsible for different parts of the process, whether that's tending to in-app feedback, relaying social media sentiments, or pushing surveys and reviews. So start out by helping others understand that a VOC program is important to the entire company and its bottom line. Define it in terms of business goals. Are you aiming to reduce churn? Increase free trial conversions? You can always fall back on virality, too — voice of the customer programs often boost your net promoter score, and encourage more customers to recommend the company.

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How can different teams work together to implement and manage customer feedback?

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The Building Blocks of a Successful Voice of the Customer Program
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Mekkie Bansil
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What we loved:

The best practices section, which ironically, was much more actionable than the step-by-step playbook

What we didn't love:

The info-dump that is the how-to section. We love the idea of a step-by-step guide, but that’s not what we got. Instead, we were hit with theory after theory and “for example”s masquerading as actionable how-tos.

Summary:

This free ebook will help newbies develop a Voice of the Customer program from the ground-up. There’s nothing special about the structure (what is VoC, what types of feedback can customers give, how to create a Voice of the Customer program, and best practices). But that simplicity is part of its appeal.


17 pages
Table of Contents
Interviews from the field
ISBN
978-1416379676

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