Voice of Customer Takes On New Meaning (VOC)

“VOC” Takes On New Meaning 👮‍♀️

Over the past year, I have written dozens of articles about VOC, otherwise known in the business world as “Voice of Customer.” I share why getting VOC is important, sources of measurement and best practices to drive company success. I am passionate about this topic knowing that Customer Experience (CX) provides a competitive advantage. It’s not a hunch. It’s a fact! Today, however, I am writing about VOC from a different perspective. I am speaking as “Voice of Citizen.” Continue Reading →

customer loyalty voc

Customer Loyalty Begins In-House

Ten years ago, creating customer loyalty meant assigning a membership number customers fed back to brands at the time of purchase. Customers went through the trouble of keeping track of loyalty numbers, hoping to collect enough points along the Continue Reading →

Getting Customer Feedback

How To Get “Voice Of Customer” & Apply Best Practices

Getting Voice of Customer (VOC) feedback is an essential part of conducting business. I’ve seen too many companies develop new products and features without asking customers directly what they want upfront, and then wonder why sales goals are not attained post-launch. Continue Reading →