What is the Voice of the Customer

The customer wants to be heard, so as an organization it is a missed opportunity not to listen. But how do you do that, listen to the customer? How do you track customer experience to find out where you can improve customer satisfaction? In this series of blogs about the Voice of the Customer we give insights why this is so important.

What does the Voice of the Customer mean?

Voice of the Customer includes:

  • listen to the customer
  • focus on the customer
  • understand the expectations and needs of the customer
  • gain insights into customer experiences
  • anticipate to the wishes of the customer
  • improve customer experience, customer satisfaction and customer loyalty

The Voice of the Customer is basically listening to your customer. By examining the overall customer experience in terms of expectations, preferences,