Imagine the internet to be a huge shopping mall. Do you know whose voice would be the loudest in that mall?

Not businesses. Not marketers. It would be that of the customers.

In a business equation, the weight is always in favor of the customers. The cliche statement that “The customer is always right.” …is always right.

Imagine the positive influence a business can have on its bottom line if it can tune into the voice of the customer.

But how? What is the voice of the customer and how can you listen to it?

What is Voice of Customer (VOC)?
Voice of the Customer (VOC) is made up of two things — experiences and expectations.

VOC is a term that is used to describe the experience and expectations that customers have from a business. It captures their feedback on what they expect from you, what are their challenges, and what are their thoughts on your product or service.

An efficient VOC program helps you identify customer problems and expectations so that you can work on them, improve customer satisfaction and enhance their experience with your brand.

Let’s understand this in a bit more detail!

Further Reading: https://www.surveysensum.com/blog/voice-of-customer-voc/