Steve HurstEngage Business Media Editorial Director Click to read more...
Claire SportonConfirmit VP Customer Experience Click to read more...
How To Build A Successful VOC Programme: The Seven Steps To Heaven Revealed
Customers are becoming ever more powerful and also ever more vocal in expressing their views and opinions and giving overall feedback to the organisations they interact with across all channels, online, offline, social and mobile. Customers are enjoying a greater say in the design and delivery of both products and services.
Yes the evolution of the Voice of the Customer (VOC) – internal and external – is one of the most dynamic and fast changing in the entire customer space. Recent research points clearly to the fact that organisations’ spending on VOC programmes is set to rocket over the next few years as they are increasingly recognised as being business critical to their overarching customer strategy.
Webinar chair Steve Hurst will reference some new research in giving his expert thinking and advice on the rapid evolution of VOC as a core part of your customer strategy.
Then for the main presentation Claire Sporton, will go through her 7 steps to VOC heaven, and will provide pragmatic advice on how to put those tips into action, including how to: build executive support, so your programme has the backing it needs to succeed; get the basics right to ensure you have the foundations you need to grow; communicate your successes to inspire action and keep innovating.