Did you know that by the year 2020, customer experience will overtake price and product as the leading brand differentiator?
If you want to beat your competitors on experience, you've got to capture feedback into what your customers think and feel, at key moments.
That's where Voice of the Customer (VoC) programmes come in. Yet, many VoC projects are still in their infancy or have failed to receive the executive sponsorship required to get them off the ground.
With this in mind, MyCustomer came together with VoC experts, Confirmit to produce a definitive, end-to-end guide to delivering a Voice of the Customer programme.
The following infographic provides a bitesize 10-step guide to the fundamentals required to get a VoC project off the ground.
(Click to enlarge)