Elizabeth Hassett

Voice of the Customer (VOC) is the capture of customer feedback (internal and/or external) about a business, product or service. Without a proper approach in place, your organization can’t take the necessary steps to improve customer experience that can result in more sales, retention and referrals. In this session, we will talk about the broad spectrum of what VOC is and how it is utilized.

• Building a VOC program from scratch – who, how, when
• Giving your current program a facelift
• Combating low sample size and engagement
• The big tracker survey: should I do it?