Workshop: Voice of the Customer

An Introduction Into How to Build an Effective VOC Programme and How to Gain Tangible Business Benefits

Date: 12th September 2019
Time: 1- 5PM followed by drinks
Location: 12th Floor, 110 Southwark St, London, SE1 0SU

This free workshop will cover how to design, build and execute an effective voice of customer programme that deliver tangible ROI returns while driving behavioural improvements and understanding process failure.

N/B part of the masterclass will be divided into two parts:

• First session – for companies new to VOC
• Second session – for those looking to deliver greater value from their existing programmes

Who should attend?

• Anybody looking to harness the power of effective customer feedback
• Anyone with responsibility for their Voice of the Customer strategy
• Business leaders who are looking to use customer insight to help drive performance improvements
• Ideal for managers, insight, quality and operational service leaders with a passion for delivering effective customer experience

What you will learn

The basics:

• The value of collecting customer feedback – practical applications, success stories, ways it can be used
• How to set up an effective VOC programme
• Creating surveys – practical suggestions, things to avoid, improving response rates, avoiding survey fatigue
• Data/verbatim analytics – what’s available – how it drives value

How to use VOC insight to drive positive improvement:

• Once you have the data – what do you do with it to drive continuous improvement – Cost saving, route cause, CX improvement, NPS/CES/Sales uplift
• Using VOC to improve quality monitoring, coaching, performance management
• How to embed VOC into your culture – creating a self-correcting operation!
• The impact of VOC on KPI target setting
• How to humanise data to engage with different stakeholder groups

Practical considerations:

• How to secure investment – creating the business case
• How to set quantified success factors
• How to evaluate the effectiveness of your VOC programme