What is Voice of Customer and how can we use it to improve businesses?
Description
What is Voice of Customer and how can we use it to improve businesses? In this podcast, we discussed the significance of the Voice of Customer (VOC) methodology for businesses. She elaborated on how VOC involves gathering and understanding customer feedback, opinions, and preferences about products, services, or brands to enhance customer satisfaction and make data-driven decisions. Key aspects of VOC include active listening to customer feedback, understanding customer needs, and analysing collective feedback to identify patterns and common themes. Susan outlined the steps to create a VOC program, which includes defining objectives, identifying stakeholders, choosing data sources, designing data collection methods, analysing data, segmenting customers, sharing findings, developing action plans, and establishing a continuous feedback loop. She emphasised the importance of continuous training and education for teams to improve customer satisfaction and the need to use technology to streamline data collection and analysis.
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