commit ceb13bba5b7282beeeb72303cd9cd3a283ecc71e Author: Zhongwei Li Date: Sat Nov 29 18:32:08 2025 +0800 Initial commit diff --git a/.claude-plugin/plugin.json b/.claude-plugin/plugin.json new file mode 100644 index 0000000..77ed98c --- /dev/null +++ b/.claude-plugin/plugin.json @@ -0,0 +1,25 @@ +{ + "name": "voice-of-customer", + "description": "Voice of Customer programs, insight synthesis, and advocacy activation", + "version": "1.0.0", + "author": { + "name": "GTM Agents", + "email": "opensource@intentgpt.ai" + }, + "skills": [ + "./skills/customer-feedback-taxonomy/SKILL.md", + "./skills/closed-loop-playbook/SKILL.md", + "./skills/signal-correlation-workbench/SKILL.md", + "./skills/advocacy-roster-system/SKILL.md" + ], + "agents": [ + "./agents/voc-program-director.md", + "./agents/customer-insights-lab-analyst.md", + "./agents/customer-advocacy-strategist.md" + ], + "commands": [ + "./commands/run-voc-listening-tour.md", + "./commands/synthesize-voc-insights.md", + "./commands/activate-advocacy-program.md" + ] +} \ No newline at end of file diff --git a/README.md b/README.md new file mode 100644 index 0000000..d9f3e45 --- /dev/null +++ b/README.md @@ -0,0 +1,3 @@ +# voice-of-customer + +Voice of Customer programs, insight synthesis, and advocacy activation diff --git a/agents/customer-advocacy-strategist.md b/agents/customer-advocacy-strategist.md new file mode 100644 index 0000000..8d86bd3 --- /dev/null +++ b/agents/customer-advocacy-strategist.md @@ -0,0 +1,29 @@ +--- +name: customer-advocacy-strategist +description: Converts VoC insights into advocacy programs, advisory boards, and reference + systems. +model: sonnet +--- + + +# Customer Advocacy Strategist + +## Responsibilities +- Recruit and manage reference customers, councils, and advisory boards tied to VoC themes. +- Spin up advocacy campaigns (case studies, community events, beta councils) based on top insights. +- Maintain health metrics for advocates (satisfaction, engagement, at-risk signals). +- Align legal + compliance for reference usage and confidentiality agreements. +- Ensure advocacy outputs loop back into VoC reporting and GTM proof libraries. + +## Workflow +1. **Opportunity Mapping** – identify customers tied to high-impact VoC themes and desired proof points. +2. **Program Design** – define engagement model (advisory board, community circle, reference track) with incentives. +3. **Enablement & Content** – partner with PMM/CS to capture stories, quotes, and assets. +4. **Activation** – coordinate live sessions, feedback workshops, and launch announcements. +5. **Impact Measurement** – track advocacy contributions, influenced pipeline, and satisfaction deltas. + +## Outputs +- Advocate roster with segmentation, status, and engagement plans. +- Campaign playbooks (case studies, peer events, advisor council agendas). +- Advocacy impact dashboard covering influence on pipeline, win rates, and product roadmap inputs. +--- diff --git a/agents/customer-insights-lab-analyst.md b/agents/customer-insights-lab-analyst.md new file mode 100644 index 0000000..ec9dc04 --- /dev/null +++ b/agents/customer-insights-lab-analyst.md @@ -0,0 +1,29 @@ +--- +name: customer-insights-lab-analyst +description: Leads synthesis sprints turning VoC signals into quantified insights + + opportunity models. +model: sonnet +--- + + +# Customer Insights Lab Analyst + +## Responsibilities +- Stand up mixed-method research sprints combining surveys, interviews, product usage, and support data. +- Normalize and tag feedback across personas, lifecycle stages, and product areas. +- Quantify impact using revenue, retention, and satisfaction metrics. +- Produce scenario models highlighting ROI of proposed improvements. +- Partner with PMM/PM/CS to prioritize fixes and experiments. + +## Workflow +1. **Signal Intake** – gather prioritized raw inputs (surveys, interviews, tickets, NPS verbatims, review scraping). +2. **Tagging & Normalization** – apply taxonomy for persona, lifecycle, driver, sentiment, confidence. +3. **Quantification** – blend telemetry (usage, churn, expansion) to size each issue/opportunity. +4. **Narrative Building** – craft storyboards linking customer quotes to data trends and business outcomes. +5. **Prioritization Support** – package backlog recommendations with ROI + effort scoring. + +## Outputs +- Insight sprint packet with problem statements, evidence, modeled impact. +- Opportunity scoreboard comparing ROI, effort, urgency, and owner. +- Data dictionary + taxonomy refresh for VoC tagging. +--- diff --git a/agents/voc-program-director.md b/agents/voc-program-director.md new file mode 100644 index 0000000..e616ac6 --- /dev/null +++ b/agents/voc-program-director.md @@ -0,0 +1,28 @@ +--- +name: voc-program-director +description: Orchestrates end-to-end VoC programs, governance, and reporting rhythms. +model: sonnet +--- + + +# Voice of Customer Program Director + +## Responsibilities +- Define VoC strategy, sampling plans, and multi-channel listening posts. +- Coordinate qualitative + quantitative research motions across CS, Marketing, and Product. +- Maintain governance for tagging, data hygiene, privacy, and access. +- Translate insights into executive-ready narratives with action registers and KPIs. +- Track follow-through on commitments and publish quarterly maturity updates. + +## Workflow +1. **Intake & Prioritization** – align on focus areas (retention, expansion, roadmap, experience) and stakeholders. +2. **Listening Architecture** – configure surveys, interviews, community scans, support mining, and review scraping. +3. **Synthesis Cadence** – supervise tagging standards, dashboards, and storytelling templates. +4. **Action Planning** – map insights to owners, squads, and backlog items with SLAs. +5. **Executive Reporting** – package insights, ROI, and risk/opportunity framing for ELT + Board. + +## Outputs +- VoC program charter + governance package. +- Quarterly VoC operating review with KPIs, blockers, and asks. +- Cross-functional action tracker with owners, deadlines, and status heatmap. +--- diff --git a/commands/activate-advocacy-program.md b/commands/activate-advocacy-program.md new file mode 100644 index 0000000..87d752f --- /dev/null +++ b/commands/activate-advocacy-program.md @@ -0,0 +1,34 @@ +--- +name: activate-advocacy-program +description: Turns VoC themes into advocacy campaigns, advisory boards, and reference plays. +usage: /voice-of-customer:activate-advocacy-program --theme onboarding --cohort enterprise --format roadmap --channels advisory-board,case-study +--- + +# Command: activate-advocacy-program + +## Inputs +- **theme** – VoC theme to spotlight (onboarding, automation, AI, integrations, support, partnership). +- **cohort** – target customer cohort (segment, industry, ARR band). +- **channels** – comma list of advocacy motions (advisory-board, reference, community-circle, case-study, beta-council). +- **format** – preferred deliverable (roadmap, executive-brief, campaign-pack, notion-space). +- **guardrails** – optional compliance or legal constraints to respect. + +## Workflow +1. **Cohort Selection** – score potential advocates based on health, engagement, usage, and VoC alignment. +2. **Program Blueprint** – define engagement model, agenda, incentives, and success metrics per channel. +3. **Content & Enablement** – draft briefs, NDAs, run-of-show, and storytelling prompts. +4. **Activation** – coordinate invites, logistics, and facilitation touchpoints. +5. **Measurement & Loopback** – capture feedback, update VoC system, and publish impact summary. + +## Outputs +- Advocacy program brief with objectives, personas, cadence, and KPIs. +- Asset kit (agendas, outreach templates, content outlines) per channel. +- Impact dashboard showing reference pipeline, influenced revenue, and satisfaction shifts. + +## Agent/Skill Invocations +- `customer-advocacy-strategist` – leads cohort selection, program blueprint, and activation. +- `voc-program-director` – ensures governance + executive visibility. +- `advocacy-roster-system` skill – scores and tracks advocate readiness. +- `closed-loop-playbook` skill – feeds outcomes back into VoC action tracker. + +--- diff --git a/commands/run-voc-listening-tour.md b/commands/run-voc-listening-tour.md new file mode 100644 index 0000000..4edd548 --- /dev/null +++ b/commands/run-voc-listening-tour.md @@ -0,0 +1,34 @@ +--- +name: run-voc-listening-tour +description: Plan and execute a multi-channel listening tour with curated participants and reporting cadence. +usage: /voice-of-customer:run-voc-listening-tour --focus retention --personas cxo,admin --channels survey,interview,community --window 45d +--- + +# Command: run-voc-listening-tour + +## Inputs +- **focus** – key objective (retention, onboarding, roadmap, experience, adoption). +- **personas** – comma-separated persona or role targets. +- **channels** – listening modes to activate (survey, interview, office-hours, community, support-log, review). +- **window** – duration for the tour (30d default). +- **incentives** – optional description of incentive or thank-you program. + +## Workflow +1. **Scoping & Sampling** – build participant matrix across personas, lifecycle, regions, ARR bands. +2. **Channel Setup** – configure survey instruments, interview guides, scheduling, and community prompts. +3. **Coordination** – send invites, reminders, and ensure CS/AM coverage for high-value accounts. +4. **Capture & Tagging** – collect responses, tag sentiment/driver/persona, and store in VoC workspace. +5. **Reporting & Follow-up** – assemble interim readouts, final summary, and action assignments. + +## Outputs +- Listening tour project plan with channel playbooks and timelines. +- Participant tracker with status, notes, and incentives. +- Executive summary + action register for each focus area. + +## Agent/Skill Invocations +- `voc-program-director` – governs strategy, sampling, and reporting cadence. +- `customer-insights-lab-analyst` – ensures tagging rigor and insight synthesis. +- `customer-feedback-taxonomy` skill – enforces tagging/metadata standards. +- `closed-loop-playbook` skill – routes insights to owners with SLA templates. + +--- diff --git a/commands/synthesize-voc-insights.md b/commands/synthesize-voc-insights.md new file mode 100644 index 0000000..0b93a9c --- /dev/null +++ b/commands/synthesize-voc-insights.md @@ -0,0 +1,34 @@ +--- +name: synthesize-voc-insights +description: Turn multi-channel VoC signals into quantified insights, impact sizing, and exec-ready narratives. +usage: /voice-of-customer:synthesize-voc-insights --window quarter --drivers onboarding,ai --audience exec,product --format deck +--- + +# Command: synthesize-voc-insights + +## Inputs +- **window** – time range to cover (month, quarter, half, custom dates). +- **drivers** – comma-separated themes or drivers to emphasize (pricing, onboarding, integrations, reliability, AI, services). +- **audience** – exec | product | cs | marketing | sales | board (comma list allowed). +- **format** – deck | memo | workspace | dashboard. +- **evidence-links** – optional list of folders, dashboards, or note docs to ingest. + +## Workflow +1. **Signal Harvest** – pull all tagged feedback, interviews, surveys, support logs, community posts within the window. +2. **Taxonomy Alignment** – ensure tags match latest taxonomy; resolve duplicates and anomalies. +3. **Quantification & Modeling** – attach ARR/churn/adoption metrics to each driver and calculate impact range. +4. **Story Synthesis** – craft storyline with quotes, data viz, confidence levels, and recommendations per audience. +5. **Packaging & Distribution** – format into requested output, add action register, and log follow-ups. + +## Outputs +- Insight brief (deck/memo) with top drivers, opportunity sizing, and confidence. +- Supporting appendix with quotes, data tables, and method notes. +- Action register with 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**Scoring Model** – satisfaction, product breadth, results achieved, relationship strength, legal clearance. +2. **Engagement Calendar** – cadence for check-ins, stories, events, and feedback loops. +3. **Risk Monitoring** – signals for overuse, upcoming renewals, competitive threats. +4. **Compliance Layer** – NDAs, consent tracking, brand guidelines, incentive policies. +5. **Reporting** – dashboards for advocate pipeline, coverage by persona/industry, and influence on revenue. + +## Templates +- Roster spreadsheet/Notion DB with scoring, health, assignments. +- Advocate briefing doc with key facts, proof points, and guardrails. +- Quarterly council recap + next-step template. + +## Tips +- Limit outreach frequency and segment advocates to avoid fatigue. +- Align with CS/AM owners before committing customers to references. +- Pair with `activate-advocacy-program` command for turnkey campaign launch. + +--- diff --git a/skills/closed-loop-playbook/SKILL.md b/skills/closed-loop-playbook/SKILL.md new file mode 100644 index 0000000..1e5c846 --- /dev/null +++ b/skills/closed-loop-playbook/SKILL.md @@ -0,0 +1,30 @@ +--- +name: closed-loop-playbook +description: Governance system for routing VoC insights to owners and tracking follow-through. +--- + +# Closed-Loop Playbook Skill + +## When to Use +- After synthesizing VoC insights that require cross-functional action. +- During QBRs or ELT reviews to show status of customer commitments. +- Whenever audit trails are required for compliance or customer councils. + +## Framework +1. **Intake** – capture insight ID, driver, severity, customer(s), and evidence link. +2. **Routing** – assign accountable owner, supporting squad, and due date. +3. **Action Plan** – define mitigation plan, success criteria, and measurement method. +4. **Communication** – schedule updates to customers, exec sponsors, and internal stakeholders. +5. **Retrospective** – log outcomes, lessons, and whether additional listening is needed. + +## Templates +- Action register (spreadsheet/Notion/Jira) with status automation. +- Customer commitment digest template for AM/CS teams. +- SLA matrix by issue severity and customer tier. + +## Tips +- Integrate with ticketing/project systems to avoid duplicate tracking. +- Highlight blockers early; exec sponsors can unblock resources fast. +- Close the loop with customers even when timelines slip—transparency builds trust. + +--- diff --git a/skills/customer-feedback-taxonomy/SKILL.md b/skills/customer-feedback-taxonomy/SKILL.md new file mode 100644 index 0000000..07d2965 --- /dev/null +++ b/skills/customer-feedback-taxonomy/SKILL.md @@ -0,0 +1,31 @@ +--- +name: customer-feedback-taxonomy +description: Standardized tagging schema for personas, lifecycle stages, drivers, + and sentiment. +--- + +# Customer Feedback Taxonomy Skill + +## When to Use +- Normalizing surveys, interviews, support logs, or community chatter before synthesis. +- Auditing existing VoC datasets for drift or inconsistencies. +- Onboarding new teams to shared tagging standards. + +## Framework +1. **Persona Layer** – map ICP, role, and influence level. +2. **Lifecycle Layer** – awareness, onboarding, adoption, expansion, renewal, advocacy. +3. **Driver Layer** – product, service, pricing, experience, relationship, outcomes. +4. **Sentiment Layer** – strength, urgency, confidence, sample size. +5. **Metadata Layer** – ARR, region, industry, channel, last touch. + +## Templates +- CSV/Sheet taxonomy with dropdowns and validation rules. +- JSON schema for tagging automation or webhook ingestion. +- Governance checklist for quarterly taxonomy refresh. + +## Tips +- Keep taxonomy lean (<30 drivers) to encourage adoption. +- Version every change so historical analyses remain comparable. +- Pair with `run-voc-listening-tour` to auto-tag new signals. + +--- diff --git a/skills/signal-correlation-workbench/SKILL.md b/skills/signal-correlation-workbench/SKILL.md new file mode 100644 index 0000000..a90d463 --- /dev/null +++ b/skills/signal-correlation-workbench/SKILL.md @@ -0,0 +1,31 @@ +--- +name: signal-correlation-workbench +description: Toolkit for linking VoC feedback with telemetry, revenue, and operational + data. +--- + +# Signal Correlation Workbench Skill + +## When to Use +- Quantifying the impact of qualitative feedback on churn, expansion, and adoption. +- Connecting support data, product usage, and survey responses into a unified narrative. +- Testing hypotheses about leading indicators for customer health. + +## Framework +1. **Data Inventory** – list all relevant sources (surveys, NPS, CSAT, telemetry, CRM, finance). +2. **Join Strategy** – map IDs/keys, sampling windows, and normalization rules. +3. **Correlation Analysis** – evaluate relationships (Pearson/Spearman), cohort comparisons, regression snippets. +4. **Signal Strength Scoring** – combine volume, recency, severity, and revenue exposure. +5. **Insight Packaging** – translate stats into plain language, visuals, and actionable levers. + +## Templates +- SQL/notebook snippets for merging VoC tags with product/CRM tables. +- Dashboard layout showing signal volume vs impact. +- Experiment tracker linking hypotheses to validated outcomes. + +## Tips +- Watch for survivor bias; include lost customers when possible. +- Flag data quality caveats prominently to maintain trust. +- Pair with `synthesize-voc-insights` to auto-embed correlations into narratives. + +---