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How To Make “Voice of Customer” Your Game Changer

Doing CX Right

3: Close The Loop With Customers . Top performing companies combine Voice of Employee ( VoE ) and Voice of Customer ( VoC ) as part of their decision-making process. Ask employees for feedback as it serves as a valuable data source, but VoE must never replace VoC. . THE GAME CHANGER . 15 BEST PRACTICES: .

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Why COVID-19 Can Be The Catalyst For Enhancing Your VoC Program

Doing CX Right

I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. The magic happens when companies “close the loop” and tell customers about improvements made because of their responses. This is the theme of my recent Customer Experience book.

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Transforming the Customer Experience with Big Data

CX Journey

Then close the loop on your own change management process: track and measure your efforts in order to maintain a continuous improvement cycle. Challenges I might make this sound simple and simplistic.