“Nearly two-thirds of marketing teams have improved their products and services using Voice of the Customer (VoC) feedback.” (Gartner, 2023). This shows how listening to customers can help businesses create better experiences and build stronger relationships.
VoC data provides valuable insights into what customers like, what frustrates them, and how their needs evolve. By acting on this feedback, companies can solve problems, boost satisfaction, and grow loyalty. Tools like AI and chatbots make it easier to gather and analyze this data but collecting feedback alone isn’t enough.
VoC data provides valuable insights into what customers like, what frustrates them, and how their needs evolve. By acting on this feedback, companies can solve problems, boost satisfaction, and grow loyalty. Tools like AI and chatbots make it easier to gather and analyze this data but collecting feedback alone isn’t enough.
This is where a Voice of the Customer program comes in. It helps businesses systematically collect, analyze, and use customer feedback to improve their products, services, and overall experience.
But how do you design an effective VoC program, and why is it so important? Keep reading to find out!
What is Voice of the Customer (VoC)?
The Voice of the Customer (VoC) refers to the feedback, preferences, and expectations shared by customers about their experiences with a business. It’s about understanding what customers truly want and using those insights to make better decisions.
Think of VoC as the “voice” that guides your business decisions. It answers key questions:
- What do customers like or dislike about your product or service?
- What problems are they facing?
- How can you improve their experience?
