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Posted by Andrew McInnes on September 14, 2010
Sam Stern from our Customer Experience Council recently sat down with me to talk about one of my favorite topics: voice of the customer (VoC). He must have been recording the conversation, because now it's a podcast.
Our discussion covers lessons learned from firms that participated in Forrester's Voice of the Customer Awards as well as more general best practices like making customer data relevant for employees, tying customer feedback scores to compensation, and measuring business results of VoC activities.
The podcast was originally developed for the Customer Experience Council, Forrester's executive network for customer experience professionals.
If you'd rather get this information in written form, check out my recent report: "Lessons Learned From Three Award-Winning Voice Of The Customer Programs." I'll also have a report on emerging VoC trends out in the next week or so.
Thanks for reading/listening!