Critical Reason Why VOC Programs Falter

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Critical Reason Why VOC Programs Falter
By: Marc E. Carlson, RRP
CustomerCount© Business Relationship Manager

We have talked to a lot of organizations who are in various stages of maturity when it comes to their VOC program. One of the critical reasons for VOC programs to falter is the feedback from customers is not shared enterprise-wide. Too often, customer feedback is kept inside the department or division that implemented the collection process of feedback. Doing so puts the entire organization at a disadvantage. If you want your program to be successful and maximize the ROI, share your customer feedback enterprise-wide. You will be amazed by how many areas of your organization can leverage customer feedback to improve profits.