Voice of Customer / Closed Feedback Loop Materials for Internal Awareness?

SamuelPessa

Hi everyone! Is anyone doing work with Voice of customer / Feedback loops? Looking for some advice on creating internal awareness.

• We have both CSAT and NPS programs that are both closed loop and working well. We also capture all customer product feedback and requests and while not super efficient for us yet, we have started to close the loop at an individual level which has been super positive for customers.
• Our next project is to create VOC awareness for the company, starting with executives and ideally the board as well. What content are you providing to this audience, at what cadence? If you have any templates or examples of what you share I’d love to see it!

Anita Toth

Congrats on VOC awareness for the entire company @SamuelPessa. It's an incredibly important activity/shift -- not only for the customers and the company but for employees too!

Getting buy-in and showing the value of VOC is something we help our clients with as they look to launch a formal VOC strategy.

If you're interested in chatting further, drop me an email: [email protected]

Cheryl Luft

@SamuelPessa would you be willing to share your process for the NPS programs closed feedback loop?

Chad Horenfeldt

@SamuelPessa for our larger VOC initiatives we typically present at all hands meetings on the results and compare them to previous results so we can see where we're improving and the challenges. I include these in monthly client health executive meetings as well.