Forbes: Understanding The Three Facets Of The Voice Of The Customer (VOC)


Understanding the Voice of the Customer (VOC) is critical to your CX success.

A key aspect of optimizing your customer experience is creating a consumer-centric mindset both in your organization and throughout the buying process. Doing this well requires listening to the way consumers are talking about your brand and its products or services, as well as their needs and requirements, commonly referred to as the voice of the customer, or VOC.

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Greg Kihlstrom