Has anyone ever built a voice of the customer program? Want to hear about your experience: processes and tools put in place, stakeholders involved, how to socialize findings. Thanks!

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Yes, I did a whole back. I’d say start by tackling a specific customer segment. Make sure you have the data/ contact information for that segment. Work with your UX team to create targeted questions. Create a UI that shows the metrics from the responses. Decide how those repossessed will be leveraged/reviewed.

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Yes. Start by defining your VoC program objectives and target. Then define metrics and a single user segment to start with. Work with the UX designers to ensure you have the proper questions. Then, build a dashboard to monitor your metrics. The most challenging part is advocating your program. Make sure you have allies outside of your team + top management than can advocate the program together with you.

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