Voice of Customer: What does this REALLY mean?

Voice of the customer. At its core, we can all agree it is exactly what it says – giving your customer a voice – but what happens when you really dig into what VoC means within organizations and how it is implemented? Should we rather be talking about the larger bucket of “Customer Feedback”? Even then, what do we mean by that? What questions should we be asking? Take the trusty Net Promoter Score (NPS) that is more often than not included in any form of VoC. Is this the be-all and end-all of VoC?
Watch a panel discussion that includes Alan Barkwill, MBA, Consumer Research Manager at Farmers Insurance, Stephanie C. Harris, Research Consultant, and Julie-Anne Reda, formerly of Cambia Health Solutions and new VP Product Management at FocusVision as they dig into this hot topic and talk about their views and experiences in the world of Customer Feedback.
In this webinar, we will cover:
- Voice of the Customer – what do we really mean by this term?
- Net Promoter Score – customer feedback’s silver bullet or red herring?
- Customer feedback in an ideal world
Related resources
The successful habits of CX professionals
The successful habits of CX professionals To survive as a professional in today’s world of tight budgets and limited resources you need to make sure you’re focusing on the right skills. What separates leaders from underachievers? What must the modern CX professional master to achieve their ambitions? We analyze what 435 professionals in the US […]

HX Catalysts: Social listening booster
HX catalysts Social listening booster Amplify the unheard truth in local reviews Social listening booster Your customers are talking about you everywhere. But are you listening? Are your survey response rates falling off a cliff in certain locations? Do you know what the difference is between each of your local markets? And how to maximize […]

HX Catalysts: Predictive NPS
HX catalysts Predictive NPS Scale up your CX program’s reach and impact Predictive NPS Do you know how satisfied 100% of your customers are? Can you pinpoint your detractors and promoters? Are you personalizing each touchpoint? Are you using your CX insights to reduce customer churn? Are you making the most of your up-sell and […]

Learn more about our industry leading platform
FORSTA NEWSLETTER
Get industry insights that matter,
delivered direct to your inbox
We collect this information to send you free content, offers, and product updates. Visit our recently updated privacy policy for details on how we protect and manage your submitted data.