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Last updated on 2024年8月28日

How do you communicate and share voice of customer insights with your team and stakeholders?

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Voice of customer (VOC) is the process of collecting and analyzing feedback from your customers to understand their needs, preferences, and expectations. VOC can help you improve your products, services, and processes, as well as increase customer satisfaction and loyalty. But how do you communicate and share VOC insights with your team and stakeholders? Here are some tips to make your VOC communication effective and impactful.

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Jason Portell

DNP Family Nurse Practitioner & Health Systems Leader

1 Define your goals and audience

Before you share your VOC insights, you need to define your goals and audience. What are the main objectives of your VOC project? What are the key questions you want to answer? Who are the internal and external stakeholders who need to know the results? How will they use the information to make decisions or take actions? By clarifying your goals and audience, you can tailor your communication to suit their needs and interests.

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Peter Miller

President at AMS (Advanced Material Solutions) ?? Ranked ‘The USA’s Most Innovative High-Speed Testing Firm‘ || We Help Manufacturers Keep Defective Parts From Entering Their Assembly Line
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Defining your goals and audience for sharing VOC insights is crucial. Start by outlining the main objectives of your VOC project and the key questions you aim to address. Identify internal and external stakeholders who will benefit from the results and determine how they will utilize the information to make informed decisions or take necessary actions. Tailor your communication

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Franciele B.

Process Improvement Execution | Quality | Master Black Belt Lean Six Sigma | Fullfilment | WCM | Mentora
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Compartilho insights de clientes com a equipe e partes interessadas por meio de relatórios detalhados, reuni?es regulares e dashboards atualizados. Utilizo resumos claros e destacando dados-chave e feedback relevantes. Fomento discuss?es para analisar e interpretar as informa??es, garantindo que todos compreendam o impacto nos projetos e a??es necessárias. A comunica??o transparente e contínua ajuda a alinhar esfor?os e implementar melhorias baseadas nas necessidades dos clientes.

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2 Choose the right format and channel

Depending on your goals and audience, you may need to use different formats and channels to communicate your VOC insights. For example, you may use a report, a presentation, a dashboard, a newsletter, or a video to present your findings. You may also use email, intranet, webinars, meetings, or workshops to deliver your message. Choose the format and channel that best convey your key points, highlight your recommendations, and engage your audience.

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Peter Miller

President at AMS (Advanced Material Solutions) ?? Ranked ‘The USA’s Most Innovative High-Speed Testing Firm‘ || We Help Manufacturers Keep Defective Parts From Entering Their Assembly Line
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Selecting the appropriate format and channel is vital when sharing VOC insights. Consider your goals and audience to determine the most effective approach. Formats such as reports, presentations, dashboards, newsletters, or videos can effectively convey findings. Channels like email, intranet, webinars, meetings, or workshops facilitate communication. Choose the format and channel that best align with your key points, emphasize recommendations, and actively engage your audience.

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3 Use visual aids and storytelling

One of the best ways to communicate your VOC insights is to use visual aids and storytelling. Visual aids, such as charts, graphs, diagrams, or images, can help you illustrate your data, show trends, compare segments, or reveal patterns. Storytelling, on the other hand, can help you connect your data with emotions, context, and actions. By using visual aids and storytelling, you can make your VOC communication more memorable, persuasive, and actionable.

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Peter Miller

President at AMS (Advanced Material Solutions) ?? Ranked ‘The USA’s Most Innovative High-Speed Testing Firm‘ || We Help Manufacturers Keep Defective Parts From Entering Their Assembly Line
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Utilizing visual aids and storytelling enhances the communication of VOC insights. Charts, graphs, diagrams, or images visually represent data, trends, segments, or patterns. Storytelling connects data with emotions, context, and actions. Integrating these elements makes VOC communication more memorable, persuasive, and actionable.

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4 Provide context and interpretation

Another important aspect of communicating your VOC insights is to provide context and interpretation. Context means explaining the background, scope, and methodology of your VOC project. Interpretation means highlighting the main findings, insights, and implications of your VOC data. By providing context and interpretation, you can help your audience understand the meaning, relevance, and value of your VOC insights.

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Peter Miller

President at AMS (Advanced Material Solutions) ?? Ranked ‘The USA’s Most Innovative High-Speed Testing Firm‘ || We Help Manufacturers Keep Defective Parts From Entering Their Assembly Line
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Providing context and interpretation is crucial when communicating VOC insights. Context involves explaining the background, scope, and methodology of the VOC project, while interpretation entails highlighting key findings, insights, and implications of the data. This helps the audience grasp the significance, relevance, and value of the VOC insights.

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5 Invite feedback and collaboration

Finally, you should invite feedback and collaboration from your team and stakeholders when you communicate your VOC insights. Feedback means asking for their opinions, questions, or suggestions on your VOC project. Collaboration means involving them in the next steps, such as prioritizing actions, implementing solutions, or measuring outcomes. By inviting feedback and collaboration, you can build trust, alignment, and commitment among your team and stakeholders.

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Jason Portell

DNP Family Nurse Practitioner & Health Systems Leader
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In my experience, involving all stakeholders in this way increases morale, and builds teamwork and ownership of results within the team framework. Conversely, when feedback is not elicited from the stakeholders involved in your organization, you send a powerful and negative message to your team. In essence, you're telling them they don't matter and their actions and efforts aren't enough.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you communicate and share voice of customer insights with your team and stakeholders?

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1 Define your goals and audience

2 Choose the right format and channel

3 Use visual aids and storytelling

4 Provide context and interpretation

5 Invite feedback and collaboration

6 Here’s what else to consider

Quality Improvement

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