The way your Customer Experience initiative is designed needs to be intentional. Here are some helpful building blocks to follow:
- Goals: VoC architecture should be built with the overarching goals and objectives in mind.
- Team: The foundation is your team. Having the right people involved is critical in driving the effort and improving the customer experience.
- Relevant: It needs to be intentional and relevant – aligning with your customer strategy.
- Insights: It should provide a single source of truth for customer insights.
- Impact: It needs to be designed in a way that actions are taken and ultimately have a positive return on investment.