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Are the results from your Voice of the Customer program representative?

To ensure the results from your Voice of the Customer (VoC) program are accurate and reliable, you must gather feedback from a sample of your customer population that is representative your customer relationships. One way to ensure good representation is to include different types of contacts in the customer list within a given account. For example, do you have a good mix of end users, decision makers, and executives for each account in your listening data? By getting a variety of perspectives within each account, you’ll get a clearer picture of the health of those accounts.

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Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit www.walkerinfo.com.

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