Why and how your ‘voice of the customer’ program should include the voice of your staff
Conclusion: ‘Voice of the customer’ (VoC) programs often involve the collection and analysis of data through feedback, research and analytics. This can provide an organisation with a strong view of customer desires, pain points, improvement opportunities and new product opportunities. However, this approach does not provide insight into whether these desires, pain points and ideas are shared by your employees. It also does not tell you whether these ideas are easy to implement or if they are achievable. In part, these are the reasons why only 24 % of large firms think they are good at making changes to the business based on insights captured through their VoC programs1.
Many organisations invest in employee engagement programs and initiatives, without realising the full benefit (i. e. action) of this investment2. This paper explores how, by capturing the voice of your staff as a component of your VoC program, organisations can increase the practical value of insights collected, expedite the road to implementation and focus on targeted, achievable action.
About The Advisor
David Beal
David is an IBRS advisor specialising in corporate board advisory, business performance improvement, digital and customer experience strategy and operationalisation, program and project governance and agile capability development. David has expertise and a strong track record of successfully bridging the gap between digital, business and technology strategy and operations. He brings 20 years’ experience in leading transformative digital, ICT and business improvement programs across the financial services, government and not-for-profit sectors. As a trusted change agent and advisor, David has partnered with executives, corporate and program boards to deliver high impact, well informed business and customers outcomes across service delivery, business systems, digital and ICT operations. As a transformative senior executive, David has led major reform programs at a whole of government level, repositioning Queensland as a national digital leader. He was responsible for the revitalisation of the Queensland Registry of Births, Deaths and Marriages and the digital transformation in the Department of Justice. Most recently, David has spearheaded digital and business innovation within the superannuation industry as the General Manager, Digital Transformation and Analytics.