The online customer journey consists of more than just service, conversions and returning customers. And this complexity is precisely why listening to the Voice of the Customer (VoC) is one of the most important indicators for finding out how customers experience your online services. The Voice of the Customer is a research technique that maps out the detailed wishes and needs of your customers. In other words, it is listening to what your customers have to say about a product or service. And while capturing the VoC using customer feedback across various touchpoints along the customer journey is ideal, it isnt always a straightforward process. For example, how do you gather good feedback without disturbing the customer journey and better yet, how can you obtain relevant insights from such large amounts of data?
This article will explain how you can start putting the VoC first by effectively collecting, analyzing and acting on your user feedback.
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