Voice of the Customer
Voice of the Customer: What you need to know!
Voice of the Customer(V.o.C) is a term used to describe the in-depth process of capturing customer’s expectations, preferences and aversions.
Why is this very important? In this competitive business world we need to find out what your customers are saying, you need to speak to them.
The most effective approach combines quantitative tools like surveys with qualitative tools like in-depth interviews. Customer feedback is also an essential element because it can give you a starting point for your research.Through VoC, you can give customers what they really want and avoid alienating them when you don’t give them what they want.
The key to successful VoC research is asking the right questions.
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