Your VoC Programme is underperforming – and you know it.
This paper is not to convince you that you should have a Voice of the Customer (VoC) program. It’s 2020 – we assume you have this by now. If not, please let us know if you need arguments to convince your manager, we will help you.
However, 50% of all Voice of the Customer practitioners are unhappy with their programme1.
Fred Reichheld, the creator of the Net Promoter System, claims that 70% of companies do NPS wrong. And too many VoC programmes that we at Futurelab have ever encountered are struggling to reach their full potential or present a substantial ROI. Given the current focus on ROI in the evaluation of VoC (and in the broader sense CX) programmes, this is a dangerous position to find yourself.
In this paper, we show you the key steps you must take to ensure the success of your VoC programme – whether it is based on NPS, CES or other metrics.
Only logged in customers who have purchased this product may leave a review.
You may also like
The future of work is at the heart of every major socio-economic-political debate raging around the world today. All of these discussions – be they about walls across borders, migrants landing on the beaches of Southern Europe, surveillance policies in Xinjiang, hard or soft Brexits, taxi services in Paris or the concentration of wealth among the 1% – are rooted in the topic of the nature and distribution of work. From work, and what is derived from it – money –comes power.
21 More Jobs of the Future$0.00 Cognizant
In this year’s State of Financial Services report we examine the potential for the industry to start again. We explore the power of new – areas in the industry where new technology and businesses are having a proven impact. We show how existing firms can deploy a greenfield approach to deliver new growth and to accelerate transformation of the existing business.
The State of the Financial Services Industry 2019: Time to Start againRated 4.00 out of 5$0.00 Oliver Wyman
SUPPLY chains traditionally are linear in nature, with a discrete progression of design, plan, source, make, and deliver. Today, however, many supply chains are transforming from a staid sequence to a dynamic, interconnected system that can more readily incorporate ecosystem partners and evolve to a more optimal state over time.
The rise of the digital supply network$0.00 Deloitte
Trouble with Conavigo
Want to refine your results?
Help with Sourcing
Need help with your Sourcing?
Want to join our Community?
- This Week In Consulting: What’s next for the Mining & Metals Industry?by Hélène Laffitte on November 25, 2020 at 7:03 am
This Week in Consulting - Curated News on the Consulting Industry published every Wednesday brought to you by Consulting Quest. This week,November 18th ,2020, […]