Voice of the customer (VOC) programs can be very successful when you have an employee leading the program that is close to the customer. This employee should have a good idea of what to search for when it comes to key ideas customers are talking about. In fact if you survey your employees, it’s likely they will have an idea on what direction to point your VOC program toward–key ideas customers are already talking about. Otherwise you can miss key trends and topics when scouring your millions of customer messages. I talk about this and more in this week’s episode of Blake’s Take.

from Forbes – Tech http://ift.tt/24iktyk
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