Defining success revolves around your customers' actual needs. Are you operating with VOC in mind?
Reassess your brand communication during the impact of the pandemic; focus on how you are caring for your employees, customers, and community.Checking in on VOC needs to be embedded in the company framework, not just a one-off exercise. The wider the inputs, the deeper the results and shared success.
It’s essential to clearly identify the issue/s, and what needs to change, based on these new goals. Starting improvement work before accurately defining the issue can seriously undermine any investment in the change. Relook at your forecast for sales, expenses, and cash flow and test its assumptions in the light of updated VOC insight.