6. 17% 5%
24%
39%
8%
7%
Actively Planning
Preparing to Roll Out
Deployed; Need More; Scheduled
Deployed; Need More; Not Scheduled
Deployed; Finished
Never Deployed
7. insight #1
size matters when it comes to
deploying voice of the customer
initiatives; bigger is better.
14. 137
117
109
36
Committee, Committee, Executive Different
Reporting to a Reporting to Sponsor Groups Own
Department Management Pieces
15. Committee, Reporting to a Department
Committee, Reporting to Management
Executive Sponsor
Below Average (1 Average (5 to 7) Above Average (8
to 4 ) to 10)
16. insight #4
ROI when doing VoC doesn’t matter
as much as other methods for
justification; a business
case is essential.
19. VoC Strategy Business Case ROI Model
Definition of Project Explanation of Use
Committee, Committee, Executive Different
Reporting to Reporting to Sponsor Groups Own
a Department Management Pieces
20. insight #5
you have to have a reason for
adopting a VoC initiative; doing it
because others are doing it is not it.
25. Below Average (1 to 4 ) Average (5 to 7)
Above Average (8 to 10)
26. insight #6
you have to know why and what
you are doing with VoC, how it
affects the business, beyond the
justification case; on a daily basis.
27. 115
79
54
51 48
Don’t Collect Trying to Improved Used Critical
Feedback Get Better Business Sparingly Component
28. Below Average (1 to 4 ) Average (5 to 7) Above Average (8 to 10)
Don’t Trying to Improved Used Critical
Collect Get Better Business Sparingly Component
Feedback
29. Don’t Collect Feedback Trying to Get Better
Improved Business Used Sparingly
Critical Component
50
45
40
35
30
25
20
15
10
5
0
30. Voice of the Customer
esteban kolsky
thinkjar
@ekolsky
+ekolsky
http://thinkjar.net