Verint InTouch

Customer Engagement

Six small steps to understanding your customers better

A Voice of the Customer programme is the process used for capturing customers’ expectations, preferences and experiences, with the goal of linking them to business metrics. It is one of those business initiatives that looks fabulous when judged by the results other companies have gained, but which can seem complex when the executive team is considering how to put it into practice.

Fortunately, there is an established methodology for building an effective voice of the customer programme, and it can be summarised in six easily digestible steps. I explored this further on B2B Marketing in this blog post:

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