Voice Of Customer

Voice of Customer (VOC) is a technique used to develop a detailed (prioritised) view of customer needs, wants and LOVEs! 

It also captures dislikes and opportunities. And can be used with other management frameworks, for example SWOT analysis.

We view Voice of the Customer as a programme which combines different audiences, different data sets, and different insights.

Our approach is to pull insights from all groups into “three” strategic actions, which helps you (the organisation) adapt your strategy to align to your customers needs.

Voice of the Customer programmes can be applied to a number of situations:

• New or existing services,
• New or existing products,
• New or existing processes,
• New or existing technology.

Information can be collected in a number of ways:

• Focus groups,
• Face-to-face interviews,
• Contextual inquiry,
• Ethnographic study,
• Staff Surveys
• Customer Surveys, etc.

Voice of the Customer programmes can benefit from a range of audiences including:

• Staff: existing, or previous,
• Customers: Prospects, Current, Lapsed,
  • Patients,
  • Members,
  • Suppliers,
  • Partners,
  • Shareholders.

Contact us today, tell us your challenge, we are happy to share our ideas… initial chats are always free… we look forward to hearing more soon…