UBS

Voice of Customer (VoC)

What is Voice of Customer (VoC)?

The process of acquiring crucial information about what customers think and feel about their experiences with a firm is known as “Voice of the Customer” (or VoC for short). The purpose is to find out what they expect from the company’s products or services. The Voice of the Customer is a technology-enabled method that allows customers’ experiences to be documented and shared inside a company. Companies may develop more effective branding, more efficient organizations, and better products or services with this invaluable knowledge.

The first step to Customer Success is to listen to your customers and take action to fix their problems. As a result, the Voice of the Customer (VoC) is an important part of driving company-wide initiatives to provide value and enjoyment to customers. VoC is a collection of efforts aimed at capturing customer insights, closing the feedback loop, and prioritizing changes in order to produce happy and successful customers.

Also, See: Customer Experience

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