Blog Mini Rant: VOC can (and sometimes needs to) Start With Voice of Internal Customers

Mini Rant: VOC can (and sometimes needs to) Start With Voice of Internal Customers

MegaphoneManI was working with a new client that couldn’t wait to get started on their gorilla Voice of Customer (VOC) metrics.  In our Assessment, it was clear that everyone wasn’t playing well in the company sandbox.  Customer Service pointing fingers at Regulatory – they were taking forever to service customer complaints.  In fact, their internal processing of complaints was so bad that they were getting complaints about their complaint process.  This, after two efforts to examine and improve their complaint process.  Think about that.  But I digress.

Sales was pointing fingers at Accounting – customers commenting that the people in Accounting weren’t always pleasant.  Customer Service and Sales pointing fingers at each other for not being responsive to each other and for not being customer-focused.

My recommendation was to start with VOIC – Voice of Internal Customer (the employees).  Start with 360 degree reviews of an experience such as complaints.  Have the review cover the processes, policies, and systems as well as individuals.  Name names and get the dirt out on the table.

As it turned out, their problems were multifaceted.  Part of the problem was individuals, and part internal systems and policies.  It is amazing the change in behavior that can be created when individuals know that they are going to be evaluated on their customer service.  Again, “what gets measured gets results.”

This organization was not ready for VOC.  They might have uncovered amazing opportunities from their customers but their inability to work together internally would have inhibited their ability to fully capitalize on those opportunities.

Truth.  Sometimes your best VOC program needs to start with VOIC.

Remember, to your customers, you are your touchpoints.

This post an excerpt from my book, TOUCHPOiNT POWER! Get & Keep More Customers, Touchpoint by Touchpoint (William Henry Publishing, 2013).  Now available!  For information and to order, visit TouchpointPower.com or view the TOUCHPOiNT POWER! listing on Amazon.

Please post a comment or question.

I welcome your questions and inquiries.  Please connect with me via
email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
phone: direct  904.466.1805, text   415.515.6391
  linkedin
facebook twitter youtube

Receive tips, tricks and secrets from the front lines of customer experience by signing up for my TOUCHPOiNTER eNewsletter:

Email Newsletter icon, E-mail Newsletter icon, Email List icon, E-mail List icon Email Address
For Email Newsletters you can trust

You have no rights to post comments

Hank Brigman

Hank Brigman

President & TOUCHPOiNT Strategist
Customer Experience Strategies, Inc.
Qualified Member National Speakers Association
Keynote Demo Video
Best-Selling Author of TOUCHPOiNT POWER

touchpointpowercover

RSS Feed

Click for Touchpoint Talk RSS feed

Touchpoint Talk

Subscribe

Sign up for my periodic TOUCHPOiNTER™ newsletter of tricks, secrets and stories from the front lines of CEM:

Contact

I want to hear from you, contact me today.
Direct: 904.466.1805
Email: Hank@TouchpointGuru.com

im_hankbrigmansigprint-1

 © Copyright 2012-2017 Touchpoint Guru. All rights reserved.