The 2017 Voice of Customer Toolkit

The complete updated guide to planning and implementing a digital Voice of Customer program, including:

  • 7-step process for planning a digital Voice of Customer program
  • Business goals and KPIs - what to focus on
  • Identifying personas
  • Touchpoints, data integrations and closing the loop
  • Proactive customer engagement vs. passive engagement
  • Benchmarking vs. task specific surveys
And much more