• About
  • Subscribe
  • Contact
Friday, June 20, 2025
    Login
  • Management Leadership
    • Growth Strategies
    • Finance
    • Operations
    • Sales and Marketing
    • Careers
  • Technology
    • Infrastructure and Platforms
    • Business Applications and Databases
    • Big Data, Analytics and Intelligence
    • Security
  • Industry Verticals
    • Finance and Insurance
    • Manufacturing
    • Logistics and Transportation
    • Retail and Wholesale
    • Hospitality and Tourism
    • Government and Public Services
    • Utilities
    • Media and Telecommunications
  • Resources
    • Whitepapers
    • PodChats
    • Videos
  • Events
No Result
View All Result
  • Management Leadership
    • Growth Strategies
    • Finance
    • Operations
    • Sales and Marketing
    • Careers
  • Technology
    • Infrastructure and Platforms
    • Business Applications and Databases
    • Big Data, Analytics and Intelligence
    • Security
  • Industry Verticals
    • Finance and Insurance
    • Manufacturing
    • Logistics and Transportation
    • Retail and Wholesale
    • Hospitality and Tourism
    • Government and Public Services
    • Utilities
    • Media and Telecommunications
  • Resources
    • Whitepapers
    • PodChats
    • Videos
  • Events
No Result
View All Result
No Result
View All Result
Home Management Leadership Growth Strategies Tactics and Strategies

6 steps to customer service excellence using VoC

FutureCIO Editors by FutureCIO Editors
December 17, 2020
Photo by Andrea Piacquadio from Pexels: https://www.pexels.com/photo/delighted-black-female-barista-serving-coffee-in-cup-in-cafe-3796810/

Photo by Andrea Piacquadio from Pexels: https://www.pexels.com/photo/delighted-black-female-barista-serving-coffee-in-cup-in-cafe-3796810/

Service organizations looking to make more informed decisions on customer experience (CX) investments and improvement should implement a cohesive voice-of-the-customer (VoC) strategy. Gartner says this will allow customer service and support leaders to gain deeper insights into customer motivations, impressions and experiences.

“VoC is an essential component of a successful CX program as it helps establish a better understanding of customer needs and perspectives,” said Deb Alvord, senior director analyst in the Gartner Customer Service & Support practice.

She cautioned that the VoC data that a lot of organizations already collect is disparate and disorganized making it difficult to effectively use it to inform CX enhancement initiatives.

Organizations that use free survey tools to measure customer satisfaction often fail to capture important CX insights, such as perceptions and emotions, as they have access to only the binary feedback data captured through these forms. Such tools end up creating customer feedback data silos spread out across different reporting systems.

Organizations with a VoC platform in place may also struggle with gathering and operationalizing customer feedback due to a misaligned implementation of the platform with the selected use case. This results in the absence of a unified view of customer feedback, which derails the process of gaining insights for CX improvement projects.

Six actions to implement a VoC solution for CX:

Define top use case. Starting a VoC implementation project without a clear goal could impact the credibility of the VoC solution and impacts the budget available for the project. To ensure long-term executive and organizational support, choose a use case that is high-priority, not too complex and can produce tangible results.

Validate journey map and define key performance indicators (KPIs). To gain from a VoC solution, validate and update service journey maps that are focused on understanding how customers perceive issue resolution as they move through different service channels. For each moment of customer feedback identified on the customer service journey map, define a metric tied to a KPI that measures the experience of the customer.

Define feedback collection methods. Once the service organization has defined the requirements of the VoC solution that explain what to measure, it is important to define the methods for feedback collection.

Implement VoC Output Integrations. To manage customer complaints, integrate VoC solutions with a dashboard or a case management system with functionalities, such as assigning, tracking, following up and closing a case.

Deploy and support the VoC solution. The VoC solution is ready for deployment when all data integrations are complete and customer feedback collection is validated in preview environments.

Leverage customer feedback. The key to leveraging customer feedback is constantly mapping the outputs with KPIs and journey maps to ensure that reports and dashboards accurately measure the organization’s efforts in delivering better experiences.

Alvord recommended establishing a better understanding of customer needs and perspectives, service organizations need a cohesive VoC strategy that focuses on generating insights for CX initiatives that address the most relevant customer issues

“A well-conceived VoC strategy can produce a VoC program that improves the value and use of customer data while reducing risks and delivering better CX outcomes,” she concluded.

Related:  Four tech predictions that will transform businesses in 2021
Tags: Customer experiencecustomer feedbackcustomer journeyGartnerKPIsvoice of customer
FutureCIO Editors

FutureCIO Editors

No Result
View All Result

Recent Posts

  • Study finds public sector embraces genAI but faces security, skills, and infrastructure gaps
  • Hitachi Vantara unveils new EverFlex AI Data Hub as a Service
  • New Relic unveils support for MCP to enable end-to-end observability of AI applications
  • Broad River Retail enhances customer experience outcomes with automation solutions
  • PALO IT and Singapore Airlines accelerate the adoption of genAI-driven digital product development

Live Poll

Categories

  • Big Data, Analytics & Intelligence
  • Business Applications & Databases
  • Business-IT Alignment
  • Careers
  • Case Studies
  • CISO
  • CISO strategies
  • Cloud, Virtualization, Operating Environments and Middleware
  • Computer, Storage, Networks, Connectivity
  • Corporate Social Responsibility
  • Customer Experience / Engagement
  • Cyber risk management
  • Cyberattacks and data breaches
  • Cybersecurity careers
  • Cybersecurity operations
  • Education
  • Education
  • Finance
  • Finance & Insurance
  • FutureCISO
  • General
  • Governance, Risk and Compliance
  • Government and Public Services
  • Growth Strategies
  • Hospitality & Tourism
  • HR, education and Training
  • Industry Verticals
  • Infrastructure & Platforms
  • Insider threats
  • Latest Stories
  • Logistics & Transportation
  • Management Leadership
  • Manufacturing
  • Media and Telecommunications
  • News Stories
  • Operations
  • Opinion
  • Opinions
  • People
  • Process
  • Remote work
  • Retail & Wholesale
  • Sales & Marketing
  • Security
  • Tactics and Strategies
  • Technology
  • Utilities
  • Videos
  • Vulnerabilities and threats
  • White Papers

Strategic Insights for Chief Information Officers

FutureCIO is about enabling the CIO, his team, the leadership and the enterprise through shared expertise, know-how and experience - through a community of shared interests and goals. It is also about discovering unknown best practices that will help realize new business models.

Quick Links

  • Videos
  • Resources
  • Subscribe
  • Contact

Cxociety Media Brands

  • FutureIoT
  • FutureCFO
  • FutureCIO

Categories

  • Privacy Policy
  • Terms of Use
  • Cookie Policy

Copyright © 2022 Cxociety Pte Ltd | Designed by Pixl

Login to your account below

or

Not a member yet? Register here

Forgotten Password?

Fill the forms bellow to register

All fields are required. Log In

Retrieve your password

Please enter your username or email address to reset your password.

Log In
No Result
View All Result
  • Management Leadership
    • Growth Strategies
    • Finance
    • Operations
    • Sales and Marketing
    • Careers
  • Technology
    • Infrastructure and Platforms
    • Business Applications and Databases
    • Big Data, Analytics and Intelligence
    • Security
  • Industry Verticals
    • Finance and Insurance
    • Manufacturing
    • Logistics and Transportation
    • Retail and Wholesale
    • Hospitality and Tourism
    • Government and Public Services
    • Utilities
    • Media and Telecommunications
  • Resources
    • Whitepapers
    • PodChats
    • Videos
  • Events
Login

Copyright © 2022 Cxociety Pte Ltd | Designed by Pixl

Subscribe