Organizations have been collecting feedback from customers forever. However, over the last several years, the need for a deep understanding of customer needs has increased tremendously. With the popularity of the internet and the ease of publishing thoughts, opinions, ideas and reviews, customers have been given a new voice. If an organization doesn’t proactively collect feedback from customers, chances are, they’ll never hear from an unhappy customer until it’s too late.
Voice of the Customer (VOC) is a....