Some of the fundamental aspects of building a Voice of the Customer (VOC) program include:
- You need to define success. If you don’t know what success looks like, then the effort to improve the customer experience can be ineffective since your team doesn’t have a vision of what they are striving for.
- Once you know what success looks like, you need to set clear expectations around delivery and performance.
- Help your team understand exactly what they need to do. Make sure they understand the behaviors and actions needed to achieve the vision and meet customer expectations.
- Finally, be sure to provide ongoing feedback and coaching so they continue to move towards the vision. Hold them accountable.