What is the voice of customer?
The voice of the customer is the set of needs, concerns, emotions, sensations and expectations that the customer indicates to have. For companies, knowing how to correctly collect the client’s voice is key, as only by knowing it can they improve their experience. Surveys, interviews, studies, focus groups, mystery shopping, among other tools are part of the picture that companies use to collect this information.
To achieve this companies must listen to their consumers, and it is therefore important to apply a voice of customer strategy because it will allow them to set the trends of their target market and evaluate the degree of satisfaction of customers.
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