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Thanking customers for participating isn’t an option

Every Voice of Customer (VoC) program should include a thank you message as a part of the communication plan. When crafting your next thank you message, consider these best practices:

  • Video is a great way to grab attention and deliver a concise communication.
  • Ideally, the CEO would deliver the message.
  • During the message, reinforce the importance of customer input, share some positive feedback, and communicate your plans for improvement.
  • When sharing what you learned, be specific. 

Watch this video for an example.

This post was published as a part of Walker Weekly, an e-newsletter featuring best practices and tips for B-to-B customer strategy

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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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