![]() It is a systematic approach to fetch feedback, mine it for insights, and use those insights to make informed business decisions. The voice of the customer or VoC is a phrase used to describe the process of weighing customer preferences and aversions against their experiences. But what is VoC? What are the most common mistakes brands make while implementing it? And how can you avoid those mistakes? Let’s find out. And that makes it crucial for you to improve your CX with everything in your power, and that’s where the voice of the customer or VoC comes into play.Īccording to Gartner, the voice of the customer programs can result in up to 55% greater client retention. On the same note, customer experience is steadily overtaking the price factor and product usability as the key differentiator between brands. ![]() ![]() Words spread like wildfire in the age of the internet, and if you wish to sustain your business, you must pray that the word of mouth around your business is good. The voice of the customer is one of the most radicalizing elements that’s responsible for developing an incredible customer journey for your business.
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