Before Meta acquired Kustomer in 2022, Chad Horenfeldt, Kustomer’s then Director of Customer Success, saw the need for a revamp of the company’s Voice of Customer program and practices. He went on to design a comprehensive VOC program focusing on three objectives: Capture, Analyze, and Act. In this episode, Chad covers the highly effective VOC survey he helped implement, how to get executive team buy-in for a VOC program, and why it’s important to use VOC data to craft workarounds that don’t always include building new features.
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