Voice of the Customer Program Design
VoC Program Design
Is Your VoC Strategy Stuck in the Past? Revamp Your Program to Drive Better Customer and Employee Experiences.
VoC Readiness: Is Your Luxury Brand’s VoC Program Designed to Drive Business Performance?
Relying on years of VoC data through our work with premium and luxury brands, we help you tailor a VoC strategy that resonates with your brand and contributes to improve the experience you deliver to your customers and client-facing teams across touchpoints.
Together, we create or refine your VoC program so that it reflects your brand’s strategic objectives, ensuring that your program drives ownership and accountability from your stores, markets and your corporate functions, to significantly impact your customer experience, business and desirability.
VoC Challenges in the Luxury Landscape
Achieving exceptional customer experience (CX) is an evolving journey, not a fixed destination. In our work, we’ve observed many clients facing challenges with their Voice of the Customer (VoC) programs. Here are some frequent challenges and questions that surface in our conversations:
Design a VoC Program that aligns with your brand strategy.
Benefits of a Well-Designed VoC Program
Whether you’re starting a new VoC program or reevaluating your existing one, examining your VoC program can help you ensure your program aligns with your brand’s and business performance objectives. Discover the benefits of revamping your VoC program below.
Alignment
Strengthen the alignment between your brand strategy and your VoC program.
Realistic Objectives
Design a VoC Program based on achievable customer experience (CX) objectives, customized for your brand.
Streamlined Governance
Establish clear program governance with increased accountability for those involved in the VoC program.
The Right Metrics
Choose the right customer experience (CX) and employee experience (EX) metrics to track.
Actionable Insights
Transform customer experience insights into actionable steps that can be implemented at the store, market, and corporate level.
Accurate Monitoring
Continuously monitor the impact of the actions you take to improve customer and employee experiences.
Our VoC Design Framework
Within our framework, we work on five key stages to help create or redesign a VoC Program that aligns with your brand strategy while setting realistic CX objectives that resonate with the program’s direction. Discover our framework below:
Vision & Ambition
Challenge: Do you have a clearly defined CX ambition for your VoC Program and is it aligned with your brand’s strategy?
Action Plan & Outcome: Articulate a clear CX ambition for your VoC program.
Goals & Identity
Challenge: Are your program goals realistic for your teams? Are the culture and identity of your program positive and strong enough for the teams to embrace it?
Action Plan & Outcome: Set achievable VoC program goals and establish a strong program identity.
Organization & Governance
Challenge: Is there a team dedicated to drive the VoC Program? Do the accountable teams across all the organization in various regions and departments have clear ownership of the VoC program?
Action Plan & Outcome: Define a governance structure and build an operating model with clear accountability for all teams.
Scope and Data Analysis
Challenge: Are the data sets in your VoC program optimized and representative of your business’s customer journey? Are you monitoring the right customer experience metrics to gain meaningful insights?
Action Plan & Outcome: Design a data collection plan to measure the right CX metrics.
Data Activation
Challenge: Can you translate CX insights into actionable steps at all levels of the organization including store, market, and corporate levels?
Action Plan & Outcome: Implement a program activation plan that transforms data into actionable steps with measurable success metrics at every organizational level, focusing particularly on frontline teams who are essential for customer experience, utilizing activation workshops and other strategies.
Transform theory into impactful practice with our Activation Workshops.
FAQ
We are about to initiate our first-ever Voice of the Customer program. Can CXG help with designing a comprehensive program from scratch?
Absolutely! Our program is designed to work at any CX maturity level. We’ll assess your specific needs, whether you’re launching a new VoC program or revamping an existing one. We can help you tackle specific areas or build a comprehensive VoC program from the ground up.
Does VoC Program Design have industry or regional limitations?
No! Our framework is industry-agnostic and works well for Fashion, Jewelry, Beauty, Automotive, Tech, and more. We can also handle various distribution models (Retail, Wholesale, Online, Contact Centers) and operate globally across Europe, China, APAC, SEA, Americas, and the Middle East.
If we are only seeking tactical recommendations for a program we are redesigning ourselves, can we still utilize CXG’s services?
Yes, our services range from providing technical support to fully orchestrating the design or redesign of your program.
Contact Us and Start Your VoC Program Design Today!