When helping companies create a Total VOC approach, some already believe they've stopped Survey & Score and started Listen & Act...but they're missing one thing...
Often that "act" to most companies is (rightfully so) focused on closed loop feedback...both external CLF (restore relationships) and internal CLF (improve larger themes of customer experience by fixing what's broken internally). That's great! But it's missing a key area.
The Employee.
A Total VOC approach uses VOC...
To Celebrate
To Inspire
To Coach
There are some AMAZING stories of celebrate and inspire...along with some great methods to enhance employee career growth and development using VOC.
I'd love to hear your stories...how have you used VOC to Celebrate, to Inspire, to Coach?
#cx #customerexperience #voc #totalvoc #employeeexperience
