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Voice Of The Customer Best Practices

A cornerstone to great customer experience is tailoring your activities to the needs and desires of target customers. But how do you know what theyneed and desire? By developing repeatable processes for listening to customers across the five levels of a voice of the customer programthat we've described in previous research: 1) relationship tracking; 2) interaction monitoring; 3) continuous listening; 4) project infusion; and 5) periodic immersion. This teleconference examines best practices in building these repeatable processes.

Topics:

What are the leading-edge practices for listening to customers, interpreting what you hear, reacting to that insight, and monitoring your responses?
What role can Social Computing play in a voice of the customer program?
What are the major obstacles to watch out for?
How can vendors help in this effort?

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bruce temkin

Presented by:
Bruce D. Temkin
Vice President, Principal Analyst
Forrester Research, Inc.

Available formats:
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