Accumulate and analyze all customer feedback to gain a complete picture of customer desires.

1. Getting inside the consumers' mind
VoiceoftheCustomer(VoC)
Accumulate and analyze all customer feedback
to gain a complete picture of customer desires
Believeitornot…VoC insights can be used to:
NavigatingthemindThe 5 steps of the VoC cycle:
By 2015,
VoC will be
a top strategic
investment
Seeall,knowallCollect customer experience through
the following channels:
MOBILE
EM
AIL
SM
S (SHORT MESSAGE SERVICE)
SOCIALMEDIA
M
ARKETING
STORE-FRONT
SERVICEENH
A
N
CEMENTS
KIOSKS
PR
O
DUCT IMPROVEMENTS
TEAM
M
EM
BER
S
large North American
companies implement
VoC
1in
2
1.PROGRAM PLANNING
Audit existing data to determine what data
exists and what data you’ll need to collect
Un-silo your data to integrate all business data
Get buy-in from key executives to
ensure all departments are on board
Elect a VoC manager to keep everyone
on track and moving forward
Map the customer journey to get a better
understanding of your customers’ experiences
Define your strategic objective
Do something with your findings
2.DATA
COLLECTION
Gain insight from your
customers’ feedback
by understanding their
needs and wants at
each and every
touch point
3.DATA
INTERPRETATIONDefine customers’ primary,secondary and tertiary needs
4.REACTIONUse your data to take action thatwill better your company and lead
to more satisfied customers
TAKE ACTION NOW!
1.61803398875
5.MONITORING
Demonstrate the value of your
VoC initiatives and measure
return on investment (ROI)
www.4imprint.com
Infographic created by www.4imprint.com,
based on the Voice of the Customer Blue Paper®
.
Download Blue Paper at:
http://info.4imprint.com/blue-paper/voice-of-the-customer/
Sources:
Burns, Megan, Harley Manning, and Jennifer Peterson. The State Of Customer Experience, 2011 Companies Have Lofty Goals But Aren't Doing What It Takes To Reach Them. Rep. Forrester Research,
Inc., 17 Feb. 2011. Web. 13 Aug. 2014. <http://www.forrester.com/The+State+Of+Customer+Experience+2011/fulltext/-/E-RES58635>.
Santos, Mike. "Mobile And Social Input Impacts Voice Of The Customer Strategies." Retail TouchPoints. N.p., 11 Dec. 2011. Web. 06 Oct. 2014. <http://www.retailtouchpoints.com/in-store-in-
sights/1215-mobile-and-social-input-impacts-voice-of-the-customer-strategies>.
Demou, George. "2014 Top Initiatives in Customer Experience (CX)." Avtex Blog: The Point of Interaction. N.p., 7 Feb. 2014. Web. 1 Oct. 2014. <http://blog.avtex.com/2014/02/07/2014-top-initia-
tives-in-customer-experience-cx/>.
Gaskin, Steven P., Abbie Griffin, John R. Hauser, Gerald M. Katz, and Robert L. Klein. "Voice of the Customer." (2011): n. pag. Massachusetts Institute of Technology. Web. 21 Aug. 2014.
<http://web.mit.edu/hauser/www/Papers/Gaskin_Griffin_Hauser_et_al%20VOC%20Encyclopedia%202011.pdf>.
I know what you’re thinking:
Correct VoC implementation can guide your
company into the customer-centric future.
You may reproduce and distribute this infographic in its entirety. You may not create derivative works.
(Licensed under the Creative Commons: http://creativecommons.org/licenses/by-nd/3.0/)
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Build better
customer-brand
relationships
Enhance
customer
experiences
Solve
problems
Drive
organizational
change
Break
down
customer
barriers