Voice of the customer
Voice of the customer gathers and analyses what customers say about their needs, expectations and experiences
What it means, how it is used and where it comes up, with its related concepts.
What it is and how it works
It can come from interviews, surveys, customer service conversations and other channels. It is worth relating it to behaviour and context, and distinguishing isolated cases from patterns. Listening to existing buyers should be complemented when it is also important to understand those who leave or choose another option.
Also known as
Voice of customer, VoC
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