Getting executive buy-in is crucial to any successful VOC program. Here are three main points to keep in mind when working with your executive team.

For any VOC initiative, it is just as critical to conduct employee surveys as it is to survey customers. Employee engagement drives customer engagement, and without understanding the hearts and minds of your employees, your VOC initiative will be incomplete.

Most companies with Voice of the Customer programs are struggling to gain insights from survey and feedback data. The right technology is ideally suited to bring all VOC and operational data together, to easily pinpoint relevant trends, and to reveal actionable insights.

As companies begin to embrace social media, many are using a ‘ready, fire, aim” approach. Companies should first create clear policies and determine if and how they will respond and what they intend to do with the feedback data.

What do Billy Beane, the General Manager of the Oakland A’s, and your
company’s Voice of the Customer (VOC) initiatives have in common? Metrics, analytics, and
insights that can provide teams and businesses with unfair advantages.

Today’s theme at the Allegiance Engage Summit was analyzing patterns in data to find insights that can improve your operations. Speakers included Billy Beane, GM of the Oakland A’s, Vicky Stennes, VP of In-Flight Experience at Jet Blue, and Bruce Temkin, Tempkin Group.