I thought it might be helpful to come up with a comparison of successful and failed VOC initiatives. The table below shows the things I’ve jotted down so far.
Let me know if I’ve missed anything!
A Comparison of Successful vs. Failed VOC Initiatives
by Annette Franz | Jan 31, 2012 | best practices, customer experience, customer satisfaction, customer-centric culture, EFM, employee feedback, empower employees, journey map, operationalize, voc, voice of customer, voice of employee | 4 comments
Annette – awesome list for starters! Seems a good framework to assess current state of VOC and identify areas with greatest opportunties for improving any organizations' VOC. Could be very useful as an assesment for strategic VOC stakeholders to have an important conversation about the desired future state of their VOC!
Great insight…I would look to prioritise these somehow as It would be difficult to get everything (although it would be great). The real challenge is to cut through the rhetoric and establish the gap between perceived and reality. We used a simple 12 point diagnostic to look at the gap and prioritise
Thanks, Jeff!
Great point…it's tough to prioritize, no doubt. Ultimately and eventually, you need to do it all. You just have to start somewhere. Refer to my blog post on Key Components of VOC Initiatives, which takes you through 5 steps that will likely help you prioritize this list.