Individual skill
voice-of-customer
Use to design, run, and synthesize customer feedback programs tied to journey stages.
plugins/customer-journey-orchestration/skills/voice-of-customer/SKILL.md
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# Voice of Customer System Skill
## When to Use
- Planning journey discovery projects or validating hypotheses.
- Building continuous feedback loops (surveys, interviews, community, support mining).
- Translating VOC findings into prioritized journey actions.
## Framework
1. **Program Design** – define objectives, personas, touchpoints, sample size, and incentives.
2. **Channel Mix** – select qualitative (interviews, live sessions) and quantitative (NPS, CES, product usage) data sources per stage.
3. **Signal Processing** – tag insights by emotion, friction type, segment, and impact.
4. **Insight Packaging** – create artifacts (quote boards, heatmaps, KPI overlays) mapped to journey maps.
5. **Action Loop** – pair each insight with a recommended experiment, owner, and expected metric lift.
