Creating a Voice of the Customer System with Impact

Most service companies now have a Voice of the Customer (VOC) process. TARP’s latest review of VOC in well thought of companies finds that over half still  fail to meet even minimum criteria for effective operation. In most cases more money is being spent than is needed while 70% of the systems fail to have significant impact on organizational operations  TARP again confirmed that there are eight attributes that lead to a high-impact, results-oriented VOC system. While all are important, there appear to be three criteria which most directly lead to failed VOC processes…

Author: Goodman, John A.

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