5 questions to ask before you launch a VoC program

Multichannel Merchant

Successful brands hear what their customers are saying; they are paying close attention to the Voice of the Customer (VoC). Recent trends highlight an increased focus on initiatives to improve social listening, customer engagement and multichannel support. For example, Gartner expects the market for VoC programs to expand by 30% annually, and predicts these programs will be a top strategic investment for brands over the next five years.