- Forrester Councils
- Councils Overview
- log in
Posted by Andrew McInnes on May 16, 2011
A few weeks ago, I described the sobering fact that most voice of the customer (VoC) programs don’t deliver business results. I recently dug into the responses to Forrester’s Q1 2011 Global Customer Experience Peer Research Panel Survey to find out why. Here’s some of what I found (full results will be available in my new report titled, “Voice Of The Customer Programs Don’t Deliver Enough Value,” due out later this week):
Of course, not all VoC programs suffer from these kinds of problems. Here are just three examples of companies that have taken their programs to the next level:
If you’re interested in learning more, we’ll be talking to the VoC leaders at each of these firms during a panel discussion at our Customer Experience Forum in New York on June 22nd. We’ll also be celebrating leading VoC programs during our third annual Voice Of The Customer Awards ceremony on the evening of June 21st, with in-depth coverage from 1to1 Media and Forrester to follow.