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Session 401: Making Feedback Matter: Taking Voice of Customer to the Next Level

Nate Brown (Director of Customer Experience, UL EHSS)

Location: Panzacola H1/2

Date: Thursday, April 11

Time: 10:15am - 11:15am

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Metrics

Format: Session

Vault Recording: TBD

Audience Level: All

How has the phrase "Voice of the Customer" (VoC) has become nearly synonymous with the survey process? A healthy customer feedback program is so much more! The key is to effectively capture "unstructured" VoC data. This includes all the organic feedback not being actively solicited by an organization, such as social media posts, web reviews, emails, customer conversations, and more. When combined with structured survey data, this provides a significantly fuller picture of the customer experience. Feedback is happening all around in new and exciting ways...it's time to evolve our ability to listen.

In this session, attendees will learn how to expand their Voice of the Customer programs to include multiple channels and tie feedback to meaningful outcomes and benefits, including:

  • A higher volume and higher quality of customer feedback data than ever before
  • Employees who feel empowered to represent the voice of the customer with a dedicated channel
  • Direct alignment with journey mapping, making it extremely easy to create data-driven maps and improved VoC reports

Presentation File