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Raw data from CRM systems alone do not tell the whole truth about your customer’s aspirations. You need to cross-check customer sources with human-centric research and surveys. You let the customer talk.
By really listening to the voice of the customer, you can define an array of customer journeys that come as close as possible to individual needs, representing the customer’s diversity and going beyond stereotypes.
By embedding ‛Voice of the Customer’ (VOC) tools and methodologies in your digital transformation project, you maximize the ROI of the subsequent digital marketing campaigns and strategies.
‛Voice of the Customer’ aims at disclosing the customer’s expectations, behaviors and aversions all along the journey, from the first sign of interest to after-service needs. Once you know that, you can optimize the UX and design of your product/solution to provide real customer care.
Voice of the customer is a term used in business and Information Technology to describe the in-depth process of capturing customer's expectations, preferences and aversions.
