Voice of Customer

Voice of Customer concept

What is the Voice of Customer?

The opinions expressed by followers, users and consumers about the products and services of a Mark or business, is called Voice of Customer (VOC), or what is the same, the Voice of the Customer, in Spanish.

This is, at the same time, a technique used in market research, to know in detail the tastes and needs of users.

A Voice of Customer program includes a procedure for research, systematization and analysis of needs, expectations and preferences to discover opportunities to drive and deliver solutions to captivate them.

What is the Voice of Customer for?

Serves to listen to customer needs and respond in a timely manner, to guarantee your satisfaction and loyalty.

Among the main benefits of implementing such a program, it's found:

Identify and prioritize the wishes and needs of the client.
Increase efficiency in the implementation of strategies.
Improve products and services, adapting existing ones or creating new ones, according to the needs detected.
Increase the positioning of the brand through communication and trust generation.

Voice of Customer examples

There are many examples where to find this concept. From the traditional ones such as, for example, recordings of customer service phone conversations, which are an invaluable source for detecting non-conformities and aspects valued by clients; going through the security videos, in which you can also find true jewels of information, to examine customer behavior and verify the empowerment of workers; even the most modern via the Internet, such as comments on web pages, contact forms, social networks, forums, chats and surveys.

In this way, It is essential to design a service strategy, oriented to listen, collect and interpret the voice of the client in a systematic and coordinated way, to get the best out of it and design tailor-made solutions.

At NeoAttack we listen to the voice of our customers, that is why we invite you to share experiences on our social networks. You can also subscribe to our Newslatter, to enjoy the best digital marketing content.