Building a Strong Voice of the Customer Program (Video)

January 22, 2015 3 Comments

Customer connectedness is one of Temkin Group’s four CX core competencies. A key capability in this area is a strong voice of the customer (VoC) program. This video highlights our model for creating a VoC program, called the 6D’s: Detect, Disseminate, Diagnose, Discuss, Design, and Deploy. Also, check out our VoC/NPS Program Resources.

Check out our VoC/NPS resource page.

The bottom line: Great companies learn from, and act upon, the voice of their customers.

Filed under CCXP2 Voice of the Customer, Customer Insight, and Understanding, Customer Connectedness, Temkin Group Video, Voice of the customer

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

3 Responses to Building a Strong Voice of the Customer Program (Video)

  1. Dave says:
    February 8, 2015 at 10:25 pm

    Nice report. Gauging the pulse of the customer base can be tricky if you don’t know how to go about it.

    Reply
  2. deb eastman says:
    February 11, 2015 at 1:07 am

    Excellent post Bruce! Love the way you communicate these important concepts!

    Reply
  3. Michael Matza says:
    March 23, 2015 at 10:53 am

    In addition to these elements identified from a process perspective, in my experience both leading and consulting successful VOC/CX organizations there are nine components that are common to the premier customer focused organizations:
    • Strategy & Governance – Customer Experience focused councils in place at enterprise and business unit levels to coordinate service leadership efforts across the enterprise
    • Service Standards and Principles – Adopted throughout applied to both internal and external service interactions for consistency
    • Training & Development – All employees know how to apply service principles and standards to their job
    • Measurement – Clear and meaningful measures in place to assess service quality at all levels of the organization across all channels and products/services
    • Performance Management – Customer focus incorporated in process, documents and accountability criteria
    • Recognition – Service skills reinforced and rewarded in every part of the enterprise
    • Incentives – Compensation structure rewards customer-focused outcomes
    • Recruiting – Customer focus included as a key hiring criterion for all roles
    • Communication – Enterprise and business unit communication plans (internal and external) coordinated to reinforce service initiatives and outcomes

    Reply

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