Orienting business processes and strategies towards people and users is a key aspect for business success in this era, which leads us to talk about the Voice of the Customer.
Juan Andres Corrales
Aug 14, 20 | 11 min read
voice of the customer or voice of customer
Reading time: 9 minutes
Don’t know what this concept is about? Don’t worry! You’ll get all the information you need here!
In the following lines we will explain what it consists of, why it is so important and how to apply it.
Stay until the end!
What is Voice of the Customer (VOC)?
This term refers to the needs, expectations and opinions
expressed by a customer or user in relation to their interaction with a brand or company , especially with its business processes and products or services.
All of these elements together allow organizations to employ what is known as Six Sigma, a data-driven methodology to improve defects and perfect the delivery of products to the customer, i.e., the business experience .
The concept of Voice of Customer (VOC) revolves around multiple points and key questions, such as:Answering these and other questions allows you to identify critical variables for user satisfaction and then do everything necessary to meet them.
What are the benefits of taking this list of morocco consumer email element into account?
Investing intellectual, financial, operational and time resources in listening to the Voice of the Customer translates into multiple benefits for your company, such as:
Customer retention
When a customer is listened to and adjustments and improvements are made based on their feedback, a customer is much more likely to become a satisfied customer.
In turn, meeting and even exceeding a user’s expectations, eliminating inconveniences and friction points, is essential to retaining customers and prolonging their life cycle , a key aspect for the profitability of any business.
In addition to acquiring new products or services, a loyal customer is usually willing to participate in loyalty programs and different company initiatives, becoming a captive audience of the company and even an ambassador , who recommends the company to acquaintances and the market in general.
This way you can take the necessary actions to improve
interactions and relationships, avoiding substantial damage to the business and its perception in the market.
Obtaining data that allows innovation and reinvention
By learning about trends and new automation: how does it affect user experience? consumer preferences, you will also have the opportunity to design coherent innovation and modernization projects that will be highly receptive.
Personalization of products, services and interactions
Listening to the Voice of the Customer and, thus, knowing them better will allow you to improve the consumer experience , since you will personalize the services to their tastes and needs.
This way, you will strengthen your relationship with your customers and humanize your brand through friendlier and more personal communications and interactions.
9 tools to listen to the Voice of the Customer
As you can see, listening to the Voice of the be numbers Customer can boost your business success, but how do you achieve this? Here we go!