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Why is the Voice of Customer important

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發表於 2023-4-9 13:29:49 | 顯示全部樓層 |閱讀模式
And while this is entirely true, it seems that many businesses still fail to implement and manage an effective voice of the customer program. In fact, far too often we see organisations rush into building a VoC program without aligning all of the necessary factors to move forward in creating a customer-centric organisation. So we’re here to change that… Updated: May 2022 Now, before we get started, it’s important to keep in mind that the Voice of Customer is no new concept. Take this excerpt from the 1993 MIT Marketing Science paper, titled “The Voice of Customer”: “[VOC] provides a detailed understanding of the customer’s requirements, a common language for the team going forward in the product development process.

Key input for the setting of appropriate design specifications for mobile number list the new product or service, and a highly useful springboard for product innovation.” Now obviously in 1993, the meaning of the Voice of Customer was somewhat different than it is now, BUT interestingly enough, the fundamentals are still the same. Especially the part about obtaining a ‘detailed understanding of the customer’s requirements’. The biggest difference is that Voice of Customer has – as you might’ve guessed – evolved over the years. Especially with the introduction of more and more digital solutions and the rise of customer expectations on digital channels.


Nowadays, there are various strategies for collecting and analysing the Voice of Customer – all of which depend on your organisation’s goals, the digital channels you’re using (i.e. website, mobile apps and email) and of course, how you wish to proceed with the data you’re given. In this guide we will investigate the following: What is the Voice of Customer?How to build a Voice of Customer Program Examples of VoC Surveys Best Voice of Customer tools Free White Paper: A Digital Feedback-Fueled Approach to Personalisation A guide to Personalising the Digital Customer Experience (CX) with Online Feedback.



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