Find out the format of data and who owns the technology to access data technically and politically. What are the best practices in the age of GDPR privacy environment?
Direct, Indirect and Inferred — Customer Voice sources. Collect feedback from clients (B2B) or customers (B2C) on sales, support execution, and Customer Satisfaction (C-SAT).
Key Stakeholder Satisfaction: Approval ratings from internal stakeholders.
Activity: Number of people using VoC data, number of reports and analyses, etc.
Individual Instances: Dollar or customer impact of unique projects using VoC data.
Aggregate Impact: The overall performance of NPS, customer satisfaction, and other metrics.
ROI Correlation: Relationship of customer satisfaction scores to financial and business results.
Number of Issues Discovered: Many PR, security or other issues revealed.
Number of Customers Retained: Number and value of customers with issues resolved by closing the loop.
A tweet, chat or email, sentiments through call recording, or agent notes. This may include social mentions from other sites. Selection of appropriate speech and text analytics technologies is critical. Ownership does not need to be tied to data location.
Most implicit feedbacks observed from web behavior, contact center, store, etc. This also includes purchase history and even mouse movements.
Kickstart CX Primer to audit existing VoC technologies across the organization
Define the intended scope of VoC, its relationship to CXM and build the associated business case
Determine the most appropriate data model and relevant analytical techniques
Start pilots for the "most promising" VoC technologies
Assign metrics to measure the impact of VoC and create a mechanism for the distribution of insight