Planning and launching a Voice of Customer program might seem like a daunting task, but fear not, we have put together a best practice guide to help you launch an effective Voice of Customer program in 2016. Download the full guide at pages.kampyle.com/2016-voc-toolkit
VOICE OF CUSTOMER
A brief guide to planning your
Voice of Customer program
Kampyle's Voice of Customer
solution puts customer feedback at
the heart of your digital enterprise,
with a complete platform that
enables you to listen, understand,
and act on feedback across all your
digital touch points (web, mobile,
email and in-store).
info@kampyle | www.kampyle.com | 1-855-KAMPYLE
Why is Voice of Customer so important?
Planning your Voice of Customer Program:
Prepare a detailed project brief
Define your business goals and KPIs
Map out your customer engagement strategy
Select a vendor
Set out objectives,a learning agenda and an
1. PREPARE A DETAILED
What are your business goals and KPIs?
Do you want to increase customer retention? Overall sales?
Are you hoping to reduce shopping cart abandonment rate?
Or increase your Net Promoter Score?
List your primary and secondary business objectives in order of
Each learning agenda item should be a brief, one sentence
description of your goals such as, “learn why customers are not
Your overall learning agenda should not contain more than
three items, and should be in order of importance.
1. What platforms will you connect to your feedback solution?
2. Who will be responsible for technical setup, reporting, replying to
and taking action based on customer feedback?
3.How will you report your findings and
recommendations? How will you route feedback internally for
Customer Journey &
Closing the Loop
A complete planning guide is included in our VoC Toolkit. Download it on slide 24
Use our planning guide
to help you define:
CX Performance Measurements: Total sales / NPS / CSAT / Task
Completion / Customer Feedback click through rate / Customer
Customer journey feedback touchpoints: Landing page / Login /
Customer engagement: What do you want to know? How
will you phrase it? Will the questions be True/False,
Closing the loop: Automated personalized emails,
redirect customer to a specific URL, show custom
Data Integration: CRM / Web Analytics / Marketing
4. SELECT A VENDOR
Consider what questions to ask when evaluating
which program is best for you
Can we embed your feedback solution on our website and our
Can I completely customize the look and feel of the customer-facing
aspects of the solution to fit our branding guidelines?
Which grading scales does your platform support?
Is customer feedback reported in real time?
Do you support integration with third-party analytics platforms?
Are there any limits to the amount of feedback we
Voice of Customer Project Brief
Voice of Customer Planning Guide
The Customer Experience Cheat Sheet
Vendor Review Checklist
For a detailed guide, download our 2016 Voice of Customer
Toolkit which includes:
Click here to download the
2016 Voice of Customer Toolkit
Thanks for reading!
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