Ta-dah, you\u2019re now capturing the Voice of the Customer. Now you also need a robust way to analyze all this data, extract meaningful insights, set up alerts so the right people can do something with the feedback and take action. In short VoC collection is only the start\u2026 The end goal is to improve the customer experience and create a positive impact on business outcomes. Easy, right? <\/p>\n\n\n\n
The Voice of the Customer has the potential to be a game-changer for your organization. It can increase retention rates, decrease operational costs, activate word of mouth to get new customers. But only if you don\u2019t keep it contained to the CX or the marketing team. Its true power is unleashed when VoC seeps into all parts of the organization and becomes part of every business decision. <\/p>\n\n\n\n
Benefits of Voice of the Customer software? <\/h3>\n\n\n\n
Listening to the Voice of the Customer requires a dedicated software platform that lets you segment your customers and engage with them via the right channel (email, web, mobile\u2026). That way you can really understand their needs and expectations. It then gives you the ability to analyze it so you can figure out how to improve loyalty. The leading platforms also make it easy for you to close the loop with your customers and to make changes to the strategy and culture of your organization. And you guessed it! Forsta happens to offer such a platform<\/a>. <\/p>\n\n\n\n \u201cForsta\u202fenabled speed and flexibility as needs shifted [during the pandemic], especially in regard to the numerous\u202fsurvey\u202fand reporting updates. These quick updates to surveys and reporting enabled us to bring Covid-specific insights directly to senior leaders\u201d. <\/p>\n\n\n\n Jaclyn von Oven<\/strong> Director of Customer Experience Measurement and Insights, Best Buy<\/p>\n<\/blockquote>\n\n\n\n But a VoC program shouldn\u2019t happen in a vacuum. That\u2019s why most VoC solutions also boast about integrations\u2026 Without the right ones, your life will be significantly harder, and you\u2019ll lose out on some great opportunities to make VoC part of your whole business. So, consider integrating your VoC program with existing platforms that handle CRM, Digital Marketing, Call Center, Analytics, etc. <\/p>\n\n\n\n To give you the best start, Forsta has developed integrations with world-class solutions<\/a> like Salesforce.com, Microsoft Dynamics, Zendesk, Tealium, Content Square, Tableau, Brandwatch, SPSS, and many, many more. Chances are you\u2019re already using a couple of these platforms and you\u2019re now thinking about all the possibilities\u2026 <\/p>\n\n\n\n Need help figuring all this out? Here\u2019s a list of what you should keep in mind when planning and designing your program, so that it delivers results for you and your organization. <\/p>\n\n\n\n Voice of the Customer programs let you know what your customers think and feel, and what you need to do to keep them from switching to a competitive brand. But the true value of VoC comes when it seeps into all the different areas in your organization. Can you imagine how great it would be to have a customer sitting next to you when you\u2019re planning improvements for your department, designing a new product, re-thinking your billing structure? OK, it might be a bit uncomfortable\u2026 VoC gives you that opportunity, without it being awkward. Get the right answers to the right questions, and make sure the right people see them so they do the right things \u2013 that\u2019s how you can truly put the customer at the heart of everything you do (and not just say that you do!). <\/p>\n\n\n\n \u201cSince we started\u202fworking with the Forsta team,\u202fthe growth of our customer\u202ffeedback program has been\u202frather remarkable\u202f\u2014\u202fit\u2019s a\u202fliving, breathing, evolving\u202fprogram. It delivers the\u202finformation we need to\u202fcreate better customer\u202fexperiences across business\u202fareas and has positively supported our\u202fefforts to\u202fretain existing customers.\u201d <\/p>\n\n\n\n Candy Michael<\/strong> VP of Customer Feedback,\u202fAIG <\/p>\n<\/blockquote>\n\n\n\n So, we get feedback and do what it takes to make customers happier. And that\u2019s it? Well, not quite. We\u2019ve seen many VoC programs crash and burn with that approach. At some point, inevitably, someone at the top will say \u201cshow me the money\u201d. And if you can\u2019t, or if you need weeks to prove a decent return on investment, they might find someone who can do it better, faster. Or they might decide to ditch the program altogether, in favor of the latest money-spinning venture. <\/p>\n\n\n\n And don\u2019t make the mistake of thinking you can work out your program\u2019s ROI a year or two down the line. Your best bet is to design your program from the start with ROI in mind. That way you can work out the right links between the way you measure customer loyalty and what it means in terms of real-world business outcomes. <\/p>\n\n\n\n Say you use Net Promoter Score (NPS) or Customer Effort Score (CES) as your VoC metric of choice\u2026 How would a ten percent increase in this metric affect your retention rate, and how would that change profitable growth or ARR (or whatever your execs track as their metric of choice)? And it\u2019s not just about revenues. Think about how happier customers might save you money, how they\u2019re bound to call less often to complain. Work out all the links, and use the right VoC platform to help you, and you can really \u201cshow them the money\u201d. <\/p>\n\n\n\n But if your sole focus is on the customer, you\u2019re missing a trick. Employees are also a treasure trove of magical insights but remain largely ignored. VoE programs are proving more and more popular and can deliver incredible results for your organization. Your staff are a captive audience, whether they like it or not\u2026 They understand how your organization works, and when it doesn\u2019t. They hear your customers every day and often know better than anyone how issues could be fixed. And yet we don\u2019t ask them. Instead, they get a survey once a year to ask them if they like their job and if they get paid enough. <\/p>\n\n\n\n VoE programs are different. Yes, they track employee satisfaction, but not just once or twice a year. They take a constant pulse of your employee\u2019s thoughts and feelings. But that\u2019s not all. VoE programs are also a great way to inject your employees\u2019 opinions into the Voice of the Customer. This approach lets you match your customers\u2019 issues with employees\u2019 solutions. And it makes your staff feel great when they\u2019re heard, when they can make a difference for their customers, for their organization, for themselves. <\/p>\n\n\n\n For example, many organizations are looking to crowdsourcing as a rich source of innovation. Tapping your employees for their ideas is one thing but making sure you capture and continue to deliver on these ideas is the challenge. But some technology companies are already rising to the challenge, with holistic platforms that support idea generation, idea management and business case development, in one holistic environment. <\/p>\n\n\n\n Forsta lets you listen to your customers \u2013 and your employees \u2013 in a way that suits them. Using the right channel, asking at the right time, taking the pulse when it matters. We put in your hands the tools and knowledge you need to make positive improvements. In the short term, helping you save the day, one customer at a time. And in the long term, showing you how to make sweeping changes that will affect many customers at once. <\/p>\n\n\n\n At Forsta, we want you to be successful. We\u2019re at your side every step of the way, with the technology and the services you need, when you need them. And we help you set everything up with ROI in mind. <\/p>\n\n\n\n With Forsta, your VoC program is in safe hands. Now and in the future. <\/p>\n\n\n\n Conclusion<\/strong> <\/p>\n\n\n\n Feel like your VoC program\u2019s been grounded for too long? Want to stay ahead of your customers\u2019 needs. Rise above your competitors. Reach new heights for your business. Contact Forsta today and together, we can make your VoC program soar. <\/p>\n\n\n\n Contact us<\/a><\/p>\n\n\n\n Request a demo<\/a>Our platform<\/a><\/p>\n\n\n\n We collect this information to send you free content, offers, and product updates. Visit our recently updated privacy policy for details on how we protect and manage your submitted data.<\/p>\n\n\n\n <\/p>\n","protected":false},"excerpt":{"rendered":" what is voice of the customer, what is voice of the customer, importance of voice of the customer, what is the voice of the customer, what is the definition of the voice of the customer<\/p>\n","protected":false},"author":53,"featured_media":26684,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","disable_featured_image":false,"temp_reference":0,"temp_parent":0,"pathfactory_url":"","webinar_link":"","webinar_link_text":"","start_date":"","start_time":"","end_date":"","end_time":"","pressganey_person_subtitle":"","pressganey_person_linkedin":"","pressganey_person_articles":"","pressganey_person_available":false,"url":"","menu_icon":"","is_mobile":false,"breadcrumb_base":"","author":42531,"co_author":0},"categories":[501],"tags":[],"class_list":["post-28120","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"_links":{"self":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/posts\/28120","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/users\/53"}],"replies":[{"embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/comments?post=28120"}],"version-history":[{"count":2,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/posts\/28120\/revisions"}],"predecessor-version":[{"id":42959,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/posts\/28120\/revisions\/42959"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/media\/26684"}],"wp:attachment":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/media?parent=28120"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/categories?post=28120"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/tags?post=28120"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}\n
What are the components of a successful VoC program? <\/h3>\n\n\n\n
\n
How VoC can influence business operations <\/h3>\n\n\n\n
\n
Using VoC effectively to deliver a positive ROI <\/h3>\n\n\n\n
The benefits of combining VoC with VoE <\/h3>\n\n\n\n
How can Forsta Help? <\/h3>\n\n\n\n
Related resources<\/h2>\n\n\n\n
Learn more about our industry leading platform<\/h4>\n\n\n\n
FORSTA NEWSLETTER<\/h2>\n\n\n\n
Get industry insights that matter,delivered direct to your inbox<\/h2>\n\n\n\n
![\"\"](\"https:\/\/www.forsta.com\/wp-content\/uploads\/sites\/17\/2026\/02\/double-arrow.svg\"){kind=icon}
<\/figure>\n\n\n\n