The Key to Customer Loyalty is Understanding the Voice of the Customer

Explore AutoDesk's Strategies and Tactics for Best-in-Class VoC Programs

In a customer-driven economy, being able to gather and act on data is essential for Customer Success. With a dedicated Voice of Customer (VoC) program, you are able to gain better feedback from your customers about your business and obtain actionable customer insights to guide your business strategy, while improving your customer retention and customer experience.

In this video, you will learn: 

  1. What Voice of the Customer (VoC) is
  2. 6 Ways to Measure VoC
  3. How to create actionable insights from your VOC data

Listen in as Laura Talbot, Voice of Customer Program Manager at Autodesk, talks about her experiences leveraging her company’s VoC programs to better understand her customers’ needs, act on that data, and to ultimately foster customer loyalty and success. Finally, Robyn Fernandez shares Totango's best practices for implementing and/or improving your own VoC programs.


Video Transcript

speaker(s)
Laura Talbot
Voice of Customer Program Manager, Autodesk Construction Solutions
Robyn Fernandez
Director of Customer Success, Totango
Event
Customer Success Summit 2019 - Team Edition NYC
TOPIC
Voice of the Customer, Customer Experience, Retention
“Our Risk SuccessBloc helps us identify feedback that presents a commercial risk so we can put action plans in place to mitigate that risk and our CSMs can bring it to resolution and close the loop with the customer.”
Laura Talbot
Voice of Customer Program Manager, Autodesk Construction Solutions