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Three types of VoC communication

  1. Communication for awareness. To generate credibility for your VoC program broad communication initiatives are needed to create awareness and make your initiative a priority within the company.  This should align with the overall “brand” that is built around your VoC program. 
  2. Communication for knowledge and belief. Customer experience professionals are routinely called upon to cite the goals of customer programs, conduct training on the use of customer feedback, and share the customer insights. This is critical to ensure that people buy into these strategies and understand their role in making them work.
  3. Communication for action.  One of the most effective ways to communicate is to deliver results directly to your audience. This is aimed at getting the right information to the right person at the right time.

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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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