Listening to the Voice of the Customer

The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive. Whether you’re a print shop with three employees, a government agency with 3,000, or a multinational company with 300,000, you need a strategy to fully leverage feedback. Voice of the customer, or VOC, is the term often used to describe this process. 

This video from my LinkedIn Learning course “Customer Experience Leadership” identifies four steps for an effective VOC approach.

Execute a voice of the customer strategy from Customer Experience Leadership by Brad Cleveland