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Struggling to Prove ROI from your Voice of Customer Programme?
There's a Framework for That.

The VoC ROI Pyramid — a practical framework built from conversations with CX practitioners who faced the same challenge.

You know the script: you collect feedback from surveys, complaints, social media, and call transcripts. You build dashboards. You spot patterns. You share insights with leadership.

They say "that's interesting." Then budget cuts arrive. CX is first on the chopping block.

Why? Because you're speaking different languages.

You talk in scores—NPS, CSAT, sentiment. Your CFO talks in value—revenue, cost, risk.

Without a bridge between those two worlds, your work stays invisible. And "invisible" doesn't survive the next budget review.

The VoC ROI Pyramid is that bridge.

Download the framework and start making your VoC programme undeniable.

Download your FREE copy here...

...or read more about it below.

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Get the VoC ROI Pyramid

Most Teams Never Make It Past the Foundation

The VoC ROI Pyramid has four tiers. Most teams stop at the bottom—ticking boxes on strategic alignment, using proxy metrics everyone's already agreed on.

That keeps you safe. It doesn't keep you funded.

The teams that actually secure investment? They climb all four levels:

ROI-Pyramid

1. Strategic Alignment

Link your VoC programme to specific business KPIs—revenue, retention, customer lifetime value. Get executive sponsorship. Make sure someone with budget authority actually cares.

2. Pathways to Proof

Use proxy metrics as agreed currency. Run small experiments for quick wins. Benchmark against peers. Build toward direct causal proof when the stakes are high enough to justify the investment.

3. Stakeholder-Specific Value

Speak in hard ROI (revenue impact, cost savings, risk mitigation) for finance. Speak in soft ROI (brand health, employee engagement, customer advocacy) for marketing and HR. Each stakeholder needs different proof points.

4. Story + Emotion + Numbers

Make it real. Show what changed. Attach financial outcomes. Include the ask. Numbers without narrative don't move budgets. Narrative without numbers doesn't pass the CFO test.

This Framework Came from People Who've Been Where You Are

We built the VoC ROI Pyramid from conversations with CX practitioners facing the same challenge: brilliant insights, zero traction.

They knew their programmes mattered. They couldn't prove it in language leadership understood.

This isn't theory. It's a distillation of what actually worked when budgets were tight, scepticism was high, and "just trust us" wasn't cutting it anymore.

You'll stop feeling like you're shouting into the void every time you present insights. You'll have a roadmap for making your work undeniable.

Download your free copy and start building the case that keeps VoC funded, valued, and central to decisions—not first on the chopping block.

VoC ROI Pyramid-1

What You'll Get

Inside this guide:

  • The four-tier framework with real examples at each level
  • How to speak CFO — translating sentiment into revenue, cost, and risk
  • Pathways to proof that don't require six-month attribution studies
  • Stakeholder-specific value props — what finance needs to hear vs. marketing vs. operations
  • The Story + Emotion + Numbers structure for business cases that actually get approved

Hi :) We're Wordnerds. We help CX and VoC teams to stop drowning in feedback, and start using it to make—and evidence—genuine improvements to their business and customer experience. 

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