Voice of the customer

From dorm room start-ups to the Fortune 500, there’s a common thread among successful businesses: give customers what they want, when and how they want it.

At the Sentiment Analysis Symposium, we explained how to use text analytics to listen to the Voice of the Customer channels and get customer insights.

As customer experience management strategies and technologies have matured, so the the ways that companies capture and use customer feedback has changed. And the transformation has been radical. This infographic, by customer experience management thought leader David Jacques, illustrates some of the shifts that have taken place.[Click to enlarge]

The Voice of the Customer (VOC) is a simple concept within the Six-Sigma process used to understand, engage and capture ideas from both external and internal stakeholders within an organisation. These ideas help drive improvement and quality projects based on real issues.

With Customer Journey Mapping, you can learn how to create the best experiences for Customers, users, patients, students and employees.

Continuous Improvement and Quality Tools for Business and Life!

Want to create a Voice of the Customer Matrix in Excel? QI Macros has a ready-made template for you. Try it now. 30 day trial.

Connecting Brands, Leaders, Employees, and Customers

The seven sources of data you should include in your Voice of the Customer research. To find out about how to create your VoC, and what it will do for your business, check out the full blog.