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