What is Voice of the Customer?
Definition of Voice of the Customer:
The term Voice of the Customer (VoC) denotes giving prominence to the customer, their views of, experiences with and feedback about your brand.
By focusing on the voice of the customer, the process identifies their most important needs and expectations. Once identified, companies would then gear their business model to be more in line with customer wants.
Capturing the voice of the customer is non-restrictive and could involve surveys, online forums, discussion groups and utilising data.
- The evolution of listening to the voice of the customer
- The five golden rules of voice of the customer programme design
- Are brands making the most of the voice of the customer?