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skills/voice-of-customer/SKILL.md

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+---
+name: voice-of-customer
+description: Use to design, run, and synthesize customer feedback programs tied to
+  journey stages.
+---
+
+# Voice of Customer System Skill
+
+## When to Use
+- Planning journey discovery projects or validating hypotheses.
+- Building continuous feedback loops (surveys, interviews, community, support mining).
+- Translating VOC findings into prioritized journey actions.
+
+## Framework
+1. **Program Design** – define objectives, personas, touchpoints, sample size, and incentives.
+2. **Channel Mix** – select qualitative (interviews, live sessions) and quantitative (NPS, CES, product usage) data sources per stage.
+3. **Signal Processing** – tag insights by emotion, friction type, segment, and impact.
+4. **Insight Packaging** – create artifacts (quote boards, heatmaps, KPI overlays) mapped to journey maps.
+5. **Action Loop** – pair each insight with a recommended experiment, owner, and expected metric lift.
+
+## Templates
+- VOC research brief (question, method, sample, timeline, owner).
+- Insight tagging spreadsheet with stage/persona labels.
+- Signal-to-action tracker (insight → priority → owner → status).
+
+## Tips
+- Rotate participants quarterly to avoid bias; maintain consent logs.
+- Combine VOC with telemetry to validate scale of issues.
+- Share short audio/video snippets to humanize data for stakeholders.
+
+---