Last week I presented my Voice of the Customer presentation at the Dutch Emerce eTravel 2011 event in Amsterdam. The event which focusses on developments and trends in the online travel industry was a great moment to share some of my experience setting up and maintaining Voice of the Customer programmes.
How can we grab the attention of the chiefs, the managers, the budgetholders? Like many wise guru’s have said many times in the past… monetize it the metric. Add a monetary value to the metric and quickly show the potential income gain that can be made.