Hey folks!
Will from the Customer Success team here, it’s nice to see familiar and new faces here. I’ve got a community adjacent question for everyone!
One of the things I’m currently exploring and thinking about lately is a Voice of the Customer (VoC) programs, specifically the role that community has within them.
At Discourse currently, we gather customer feedback in a few ways: customer interviews, surveys, engagements through support, CS and sales. We also have our Customer Advisory Board (CAB).
Community slots into the whole feedback loop/experience in an interesting way. Meta is a space for our customers/users where feedback is naturally provided when we aren’t necessarily actively asking them for it.
I’d love to learn and hear about how other communities are involved in their org’s VoC program. Some questions that come to mind:
- Do you have a formal Voice of the Customer program? Who owns it?
- How does your community contribute to it?
- What kinds of community signals do you pay attention to?
- How do you capture and share those insights with teams like Product, Customer Success, Support, or Marketing?
- How do you distinguish between an individual request and something that represents a broader customer need?
- Do you have a process for closing the loop and letting customers know what happened with their feedback?
I’m interested to see some examples and what things look like in practice.