In this episode, Mike and Paul are rejoined by Gary Batroff, Senior Manager in West Monroe's Customer Experience Practice, to discuss key trends that they are seeing and discussing related to Voice of the Customer (VoC) programs. During this conversation, we touch on new technology that is readily available, to the different ways organizations are collecting feedback, expanding VoC programs to include employees and partners, the focus on taking action, and the increase in "stall-outs" of VoC programs.
The seven mindsets to reignite your VoC program mentioned are from Gary's recently released White Paper that is available at the following link for download:
7 Mindsets to Revive Your Voice of the Customer (VOC) Program
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