Voice of the Customer (VoC)

Voice of the Customer (VoC) refers to the process of gathering insights and feedback directly from customers about their experiences, needs, and preferences regarding a product or service. This information helps businesses understand what customers value, their pain points, and areas for improvement. By listening to the VoC, companies can enhance their offerings, improve customer satisfaction, and foster loyalty, ultimately leading to better business outcomes. Essentially, VoC ensures that the customer’s perspective is at the forefront of decision-making in a company.