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voice-of-customer skill

/plugins/customer-journey-orchestration/skills/voice-of-customer

This skill designs, runs, and synthesizes voice-of-customer programs to drive journey actions and measurable improvements.

npx playbooks add skill gtmagents/gtm-agents --skill voice-of-customer

Review the files below or copy the command above to add this skill to your agents.

Files (1)
SKILL.md
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---
name: voice-of-customer
description: Use to design, run, and synthesize customer feedback programs tied to
  journey stages.
---

# 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.

## Templates
- VOC research brief (question, method, sample, timeline, owner).
- Insight tagging spreadsheet with stage/persona labels.
- Signal-to-action tracker (insight → priority → owner → status).

## Tips
- Rotate participants quarterly to avoid bias; maintain consent logs.
- Combine VOC with telemetry to validate scale of issues.
- Share short audio/video snippets to humanize data for stakeholders.

---

Overview

This skill helps design, run, and synthesize customer feedback programs tied to specific journey stages. It provides a practical framework, templates, and workflows to convert raw signals into prioritized actions and measurable experiments. Use it to build continuous feedback loops that inform product, support, and go-to-market decisions.

How this skill works

The skill guides you through program design, channel selection, signal processing, and insight packaging so feedback maps directly to journey-stage outcomes. It includes templates for research briefs, tagging spreadsheets, and a signal-to-action tracker that pairs each insight with an owner and expected metric lift. Outputs are prioritized, testable recommendations ready for handoff and measurement.

When to use it

  • Planning journey discovery or validating user-experience hypotheses
  • Setting up continuous feedback loops across surveys, interviews, and support mining
  • Translating qualitative and quantitative signals into prioritized product or process actions
  • Designing customer research tied to onboarding, adoption, renewal, or churn stages
  • Preparing stakeholder-ready insight artifacts for roadmap and experiment planning

Best practices

  • Define objectives, personas, touchpoints, sample size, and incentives before recruiting
  • Mix qualitative interviews with quantitative metrics (NPS, CES, telemetry) to validate scale
  • Tag insights by emotion, friction type, persona, stage, and impact for consistent synthesis
  • Rotate participants and keep consent logs to reduce bias and maintain data hygiene
  • Pair every insight with a recommended experiment, clear owner, and expected KPI lift

Example use cases

  • Design a discovery project to surface onboarding friction and test three remediation experiments
  • Run quarterly VOC panels combining NPS surveys, support ticket mining, and targeted interviews
  • Create an insight board with quotes, heatmaps, and KPI overlays for the product roadmap review
  • Translate support-driven signal clusters into prioritized fixes with assigned owners and timelines
  • Validate feature requests by comparing qualitative demand against product usage telemetry

FAQ

How do I choose channels for a given journey stage?

Select qualitative channels (interviews, live sessions) for exploratory stages and quantitative channels (NPS, CES, usage data) for validation. Combine both when you need signal depth and scale.

What deliverables will the skill produce?

Research briefs, tagged insight spreadsheets, quote boards, KPI overlays, and a signal-to-action tracker that maps insights to owners and expected metric improvements.