Your company has collected VOC data and receive a negative comment on an in-store survey - how do you handle it? Voice of the Customer (VOC) is a research method used by businesses to describe the needs and requirements of their customers. This process captures everything that customers are saying about a business, product, or service and packages those ideas into an overall brand perspective. Companies use VOC to visualize the gap between customer expectations and their actual experience with the business. VOC can be obtained through a variety of different techniques, where vital information is retrieved from customers such as interviews, live chats, surveys, focus groups, emails, and more. Companies often use a few different techniques together to ensure they're getting the most that they can from their research.
Your company has collected VOC data and receive a negative comment on an in-store survey - how do you handle it?
Voice of the Customer (VOC) is a research method used by businesses to describe the needs and requirements of their customers. This process captures everything that customers are saying about a business, product, or service and packages those ideas into an overall brand perspective. Companies use VOC to visualize the gap between customer expectations and their actual experience with the business.
VOC can be obtained through a variety of different techniques, where vital information is retrieved from customers such as interviews, live chats, surveys, focus groups, emails, and more. Companies often use a few different techniques together to ensure they're getting the most that they can from their research.
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