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Posted by Andrew McInnes on September 20, 2010
If I had a nickel for every time I read or talked about the importance of employee feedback during the past few months, I’d have an upsetting amount of change. Thankfully, the hype makes sense. Every employee in a company either directly or indirectly affects the customer experience, so every employee can offer some insight to help improve that experience.
I highlighted a few good examples of companies using employee feedback in a new report on overall voice of the customer trends. This research and my ongoing conversations on the topic got me thinking more about what kinds of employee feedback customer experience pros should incorporate into their efforts. I see three basic levels of the voice of the employee (VoE):
I just kicked off a report to take a closer look at VoE and how it works within an overall voice of the customer (VoC) program. I’d love to hear about your experiences using employee feedback or your thoughts on the three levels of VoE I proposed here. Feel free to share in the comments section or contact me directly. Look forward to hearing from you!