Voice of the Customer (VoC)

By: A Staff Writer

Updated on: Jul 19, 2024

What: Processes and tools to gather direct feedback from customers, including their needs, wants, and pain points.

Who: No single inventor, but a core concept in customer-centric businesses.

Why: Cuts through assumptions entrepreneurs have, preventing them from building things no one wants.

When: Any product/service development, customer experience improvement efforts, or when satisfaction seems low.

How:

1. 1. Employ varied methods: surveys, interviews, social media listening, etc.
   2. Look for themes, not just individual complaints.