Voice of the Customer (VoC)

Voice of the Customer refers to a process or program designed to capture customers’ preferences and opinions, analyze them to gain new business insights, and then share them to create meaningful change.

Your most unhappy customers are your greatest source of learning.

What is the Voice of the Customer (VoC)?

Building a complete, effective VoC solution

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Capitalizing on Voice of Customer

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“There is no one monolithic voice of the customer. Customer voices are diverse.” – Kenneth Crow

“You can’t be in all places at all times. A voice of the customer program clones you—and places you in the midst of the marketplace to get an accurate understanding in real-time.” – Adam Edmunds

“Your most unhappy customers are your greatest source of learning.” – Bill Gates

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