Before we can begin to undertake our VoC program, we should review everything you need to prepare, and execute, your actual face-to-face interviews.
Before making your first customer visit, the following should already be in place:
- Developed, in full, a customer visit calendar
- Gave advance warning to customers if you need data they possess in their systems
- Made sure you have a good introductory statement
- Reviewed your interview guide and made sure you fully understand the questions, and if you have multiple teams, everyone else understood the questions as well
- Practiced your questions and honed your interview skills
- Team members assigned by functional roles in teams to get the most out of the interviews
- Decided on team roles and best practices
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