Voice of Customer Programs in an ROI World
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Voice of Customer Programs in an ROI World

Overview

How to calculate the ROI of your Voice of Customer program

A Voice of the Customer (VoC) program delivers timely and relevant data that helps drive systematic improvement of the customer experience.

This process, however, takes time to pay off financially. The challenge lies in proving to your executives that a VoC program generates business value to justify the ongoing investment.

This report provides a way to measure the ROI from your Voice of the Customer data and programs, and empowers you to prove direct impact VoC has on revenue.

Included in this report:

  • How to calculate the ROI of KPIs (including NPS, CSAT, and CES)
  • Ways to elevate the conversation surrounding VoC programs that speak to C-suite stakeholders
  • Steps you can take to make VoC data a determinant of business strategies, processes, and policies

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