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Helping you put the customer at the heart of every decision.

Start your VoC program on the right foot

When launching a Voice of Customer (VoC) program or re-energizing an existing one, start by creating a team charter with these elements:

  • Mission statement: Indicate what the team is responsible for
  • Team Goal: Document the objectives
  • Time Frame: Include guidelines for project activities
  • Rules of Engagement: List team members, roles, and how the team will operate together
  • Measures of Success: Indicate what metrics the team will use to measure its success

About the Author

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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