Re today's office hours discussion on VoC.

David Jackson

Here's a guide I wrote a few years ago.

http://www.clicktools.com/resources-whitepapers/profiting-from-customer-experience-whitepaper-website-lp

DJ

Gabriel Fallas

Thanks for sharing this resource @David Jackson ! I'm preparing to share my CS vision with leadership at the end of the month and I'll definitely take some pointers from here.