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Fundamentals for your VOC program

Some of the fundamental aspects of building a Voice of the Customer (VOC) program include:

  1. 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.
  2. Once you know what success looks like, you need to set clear expectations around delivery and performance.
  3. 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.
  4. Finally, be sure to provide ongoing feedback and coaching so they continue to move towards the vision. Hold them accountable.

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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

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