WHAT IS VOICE OF CUSTOMER?

A Voice of Customer solution, sometimes referred to as "VoC," involves the process of collecting insights into customers’ wants and needs through their own words.

It enables you to understand the customer experience that you are delivering and it is a critical component to driving organizational efforts to bring value to customers. In a nutshell, VoC is listening to your customers. It began as a way to link customer needs to performance measures in Japanese product development, but currently, it’s a popular method of market research and customer feedback collection for top performing companies in many verticals.

What are the advantages of a voice of customer solution?

By conducting Voice of Customer research, you can ask the right question to understand the customer journey, which helps drive customer-centric organizational change. In terms of your digital channels, analytics may be telling you what is happening on your website or in your conversion funnels, but your customer’s voice helps you understand why. By asking your customers, you can build better products, deliver better services, and improve your customer experience to adapt to your customer’s evolving needs and foster loyalty. By conducting Voice of Customer research, you can ask the right question to understand the customer journey, which helps drive customer-centric organizational change. In terms of your digital channels, analytics may be telling you what is happening on your website or in your conversion funnels, but your customer’s voice helps you understand why. By asking your customers, you can build better products, deliver better services, and improve your customer experience to adapt to your customer’s evolving needs and foster loyalty.

Improve User Experience

Save Time and Resources

Increase Conversions

Drive Organizational Change

how to build an effective voice of customer program

By conducting Voice of Customer research, you can ask the right question to understand the customer journey, which helps drive customer-centric organizational change. In terms of your digital channels, analytics may be telling you what is happening on your website or in your conversion funnels, but your customer’s voice helps you understand why. By asking your customers, you can build better products, deliver better services, and improve your customer experience to adapt to your customer’s evolving needs and foster loyalty. By conducting Voice of Customer research, you can ask the right question to understand the customer journey, which helps drive customer-centric organizational change. In terms of your digital channels, analytics may be telling you what is happening on your website or in your conversion funnels, but your customer’s voice helps you understand why. By asking your customers, you can build better products, deliver better services, and improve your customer experience to adapt to your customer’s evolving needs and foster loyalty.

What is Customer-Centricity?

It's all about putting your customers at the heart of your digital strategy

A customer-centric organization is driven by the input received from customers, what they need and what they want. You collect user insights and subsequently put them to use, by designing delightful experiences. Such efforts improve customer loyalty and healthy customer relationships over time. This customer-centric approach brings in loyalty, which decreases costs in customer acquisition and product development. Also, understanding how customers use your products and services allows you to prioritize features in a cost-effective way. The risk of making expensive mistakes decreases, while you achieve a competitive edge. An organization doesn’t become customer-centric in one big jump: it's a journey with different stages of maturity, and it all starts with a strong Voice of Customer program. A customer-centric organization is driven by the input received from customers, what they need and what they want. You collect user insights and subsequently put them to use, by designing delightful experiences. Such efforts improve customer loyalty and healthy customer relationships over time. This customer-centric approach brings in loyalty, which decreases costs in customer acquisition and product development. Also, understanding how customers use your products and services allows you to prioritize features in a cost-effective way. The risk of making expensive mistakes decreases, while you achieve a competitive edge. An organization doesn’t become customer-centric in one big jump: it's a journey with different stages of maturity, and it all starts with a strong Voice of Customer program.

A Voice of Customer Solution