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Hearing and Acting on the Voice of the Customer

Enterprise feedback management (EFM), Voice of Customer (VoC), and Voice of Employee (VoE) Programs and Surveys, and Social Listening Obtains Actionab

09-Nov-2016  /  Research Code: 9857-00-76-00-00  /  SKU: IT03208-NA-MR_19418  /  
Region: North America

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Obtaining and understanding the Voice of the Customer (VoC) is critical to future customer loyalty, customer social media brand promotion, and in marketplace differentiation. Money talks, but tracking and analyzing customer transactions represent only one set of tones. Customer attitudes towards brands, shaped by their experiences with products, sales, service, and support, comprise the others.
As a result, companies are giving VoC greater strategic importance.

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