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Proving VoC Business Impact

One critical aspect of validation is about proving the business impact. It involves tracking action plans that were prompted from the Voice of Customer (VoC) program through to completion and ultimately to a quantifiable ROI. Start by making sure your program is aligned and supports the business strategy. Then work to combine the customer feedback with other authoritative data sources (such as financial and/or operational) to quantify the impact it is having on your business strategy.

Validation can be one of the most challenging essential elements, but it is one of the most important.

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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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