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Posted by Andrew McInnes on August 22, 2011
Every year, the Voice of the Customer (VoC) Awards process gives my fellow judges and me the opportunity to explore the inner workings of the day’s best VoC programs. I’ve already documented many of the best practices we’ve uncovered on my blog and in Forrester reports. Now I want to let you behind the curtain.
Here are the pieces of advice that this year’s nominees provided for other organizations to learn from, grouped into common themes. Straight from the horses’ mouths…
1) Do pursue executive sponsorship:
Don’t wait for executive sponsorship to get started:
2) Do engage employees at all levels of the organization:
Don’t waste time chasing after resistors.
3) Do communicate broadly about the program.
Don’t forget to tell employees what’s in it for them.
4) Do hold employees accountable:
Don’t just focus on problems:
5) Do use all of the insights at your disposal.
Don’t lose sight of the path to action.
6) Do quantify customer feedback:
Don’t remove the human element:
7) Do create consistency across business areas.
Don’t sacrifice relevance with a one-size-fits-all approach.
8) Do embrace technology to scale up:
Don’t let available tools stifle innovation: