Case Study: Creating an Award-Winning Voice of the Customer and
Customer Experience Program
A Fortune 500 company decided to implement a Voice of the Customer program to support its long-term commitment to Customer Experience. TBI was chosen because of our history to provide strategic guidance to new VOC programs and to act as the liaison between the business and IT. Initially, we supported the tactical implementation of the text mining software that had been purchased. As the program matured, TBI took on the role of training new feedback analysts and providing business process design and analytical support services.
The company has received recognition and awards for their VOC program. It serves as a model across industries as a leader in VOC innovations. The program has a strong positive return on investment year after year. The company recently earned the top customer satisfaction ranking in its industry, and is now a regular contender for the highest customer satisfaction scores across all brands.
Learn how we leveraged customer feedback to write better sales scripts.