Walker Weekly

Ask yourself these two quick questions to determine if your customer survey research is getting stale or in jeopardy of becoming stale:

• When is the last time you did something for the first time? Voice of Customer (VoC) programs should evolve as the business objectives and strategy evolves. If you haven’t done something for the first time in the past 12-18 months, your program is at risk of getting stale.
• How old are your stories? Some VoC success stories can withstand time, but you can’t continually rely on these.  Your customer strategies should be making new stories every year.