For Customer Experience Professionals

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	February 26, 2009 Voice Of The Customer: The Next Generation Six Trends Will Change How Organizations Use Customer Feedback by Bruce D. Temkin with Steven Geller, Angela Beckers	Average: 8  (7 ratings)

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Executive Summary

Voice of the customer (VoC) programs are a critical component to improving customer experience. But today's efforts are broken in many ways. They lack action, get caught in silos, and aren't cost- or time-effective. But a number of trends are changing how companies implement their VoC programs, including analysis of unstructured and unsolicited data, inclusion of social media, and more continuous feedback. Companies should take advantage of these trends to dramatically improve their use of customer feedback. The result: better customer experiences and more loyal customers.

TABLE OF CONTENTS

• The Voice Of The Customer Is Getting Lost
• Six Trends Are Reshaping Voice Of The Customer Programs
• It's Time For Next-Generation Voice Of The Customer Programs

RECOMMENDATIONS

• Make The Case For A Voice Of The Customer Program
• Related Research Documents

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