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Driving VOC Program Maturity


Why do VOC programs fail?

Companies launch Voice of the Customer (VOC) programs with big expectations. But unfortunately, efforts often stall and fail to deliver on the promises of increased loyalty, improved customer retention, and higher revenue.

In most cases, a lack of program maturity is the underlying problem. A successful VOC program takes effort and tenacity, but also requires a nuanced view of the customer journey and employee engagement at every level.

This eBook provides a roadmap to VOC maturity and shares best practices that will help you progress and achieve success at each stage.

Get the eBook now to learn:

  • Key elements of a mature customer experience program
  • What to expect at each stage of program maturity
  • Best practices at each stage of VOC program development
  • Common obstacles to VOC maturity and how to overcome them