Making Your Voice of the Customer Program a Success

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There is a Chinese proverb that says, “A single conversation with a wise man is better than ten years of study.” I thoroughly believe this to be true and as a marketer, I constantly look to my peers to learn from their experience, their mistakes and their successes. I attend webinars, read white papers on best practices and follow those organizations or individuals who I admire on Twitter in hopes of receiving a glimmer of enlightenment that makes my team’s contribution more relevant and impactful to our organization.

Being well aware of what I don’t know and what I can still learn from those who have “been there and done it” makes me suspicious of those who immediately dismiss another’s experience as irrelevant because their organization / role / sales team / product is so inherently unique. I know we like to think we are all special, but the reality is that often we share similar challenges and even if our organization / role / product is unique, we can still learn from others.
With this in mind, I’d invite you to check out our most recent webinar, “Using Your Voice of the Customer Program to Create Amazing Customer Experiences.” The webinar features two of our customers, Bob Moore of TDS Telecom and Jim McNutt of Piedmont Natural Gas. Not only have these two “been there, done that” in terms of implementing successful and impactful Voice of the Customer (VoC) programs, they provide specific action plans for putting your own VoC program in place. You’ll hear the types of questions you should ask, how many questions and a plan for post-call resolution for any unhappy customers.
If you’re still not convinced, perhaps the results will push you to put 45 minutes aside to watch the webinar.  Piedmont Natural Gas increased their JD Power score for contact centers by over 80 points from 2010 to 2011. Now that’s advice worth listening to!