If you’re new to designing and implementing a voice of the customer (VoC) program, you’re probably scratching your head and wondering where to begin. There are a lot of components to consider as you dive in, from executive buy-in to organizational alignment to governance and more.

In this column I’m going to focus on some important basics. Note that this is an ongoing conversation that covers much more than what I’ll address today. This column is about three key exercises to lay the foundation for beginning any successful customer-listening efforts. But first, if you’re still struggling with getting executive buy-in (which is critical to VoC success), check out one of these posts:

“Help! My Execs Don’t Get It!”
“Kicking the #CX Can Down the Road”

 …