What do your clients really value?
To develop a value proposition that really resonates with prospects and clients alike you need to listen to them. Voice of the Customer (VoC) is about seeking out the insights clients have on a variety of business issues, trends and relationships. It is an approach to unearthing, understanding and prioritising customer wants and needs.
It is not customer satisfaction which is a measure of the service already delivered. VoC is about identifying the critical points that will interest customers to inform the future services you need to provide. Also to explore your client’s experiences, attitudes, beliefs and feelings towards their working relationships with your organisation.
When do you use it?
When there is a need to: