Posted: 20th December 2010

Voice of the Customer trends for 2011 – Part 3

“Embracing the VoC will make the difference between success and failure for many organizations over the coming years.”

Gartner 2010

In this post we outline the final 3 emerging VoC trends for 2011.

7. Linking Key Performance Indicators to employee performance – This will incentivise employees involved in the VoC programmes to focus on improving the customer experience.

8. Actioning feedback – In a market where 70% of companies who collect customer feedback fail to respond to customers, it is becoming essential to drive action and learning from a Voice of the Customer programme.

9. Root Cause & Pattern Analysis – Voice of the Customer programmes will be used to their full potential when integrating tools such as root cause analysis and pattern analysis. These allow managers to spot trends emerging from customer feedback, linking these in with other key company data and providing invaluable insight which can then be used to form special projects, or to enhance strategic decision making.

What are your predictions for 2011? Please share your thoughts.

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