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Voice of the Customer

Voice of the Customer

Monitor the Voice of the Customer to build better products and deliver better services, driving business growth.

What is Voice of the Customer?

Voice of the Customer is about listening to the customer in different touchpoints across the customer journey.

A Voice of the Customer program is about collecting, analyzing, sharing and acting on the data that matters the most in driving growth for your business. VoC data can be divided by the type of customer feedback; direct, indirect and inferred. After capturing data, VoC program disseminates relevant information to the right person, at the right time, in the right channel, enabling better decision making, product development and customer loyalty.

A Voice of the Customer program has four stages:

What’s so important about the Voice of the Customer?

Effective Voice of the Customer programs allow you to connect and engage with customers at key points in the customer journey. Companies with successful VoC programs have better overall business performance.

Build a Voice of the Customer program in 5 steps

With our step-by-step guide, you’ll learn how to monitor and measure the Voice of the Customer and integrate it into a continuous cycle of feedback.