Voice of the customer, or VoC, has become mainstream – a common, or even essential strategy for many businesses. But what is VoC, and what is the benefit of establishing a VoC strategy?
About 73% of consumers rely on experience first when making purchase decisions (PwC). Research also shows that more than two-thirds of customers will pay more for a better experience (Salesforce). The data illustrates a key point: a customer experience strategy is not a “nice-to-have,” but a “must-have” for company success.
You’d be hard pressed to find a viable company that isn’t interested in customer satisfaction. In essence, acquiring satisfied customers—and keeping customers happy—is the lifeblood of any successful business.
The customer journey map is a valuable qualitative tool for understanding customer needs and expectations at each phase of the customer lifecycle. Holistic, visual and tangible, a journey map is an integral part of a comprehensive customer experience program.
In today’s business environment, we hear a lot about the voice of the customer. And with good reason. More than ever, listening to your customers makes sense. And that is what voice of the customer or “VOC” programs are all about – listening to your customers to hear about their experiences, learn their likes and dislikes, understand their perspective, and anticipate their needs.
For organizations looking to thrive—not just survive—in today’s diversified global market, customer experience management may be just the brand strategy they need.