Not yet registered? Create a OverBlog!

Create my blog

A guide to voice of customer analysis

Voice of Customer, also shortly referred to as VOC, is a collective insight into customers' needs, wants, preferences and perceptions obtained through direct and indirect questioning. Information technology companies translate these findings into meaning objectives that helps to satisfy customer's needs and increases profitability. This article provides a guide to the process of voice of customer (VOC) analysis.

Analysing customer's needs

While developing a product or service, it is extremely important that the customer's needs and requirements are incorporated into its design and development. Voice of Customer is a systematic approach towards incorporating the customer's needs. - In the present scenario, many leading companies have a winning approach to customer listening through a closed-loop enterprise-wide voice of customer program. There are both direct and indirect means of questioning such as focus groups, individual interviews and ethnographic techniques among many others. - The underlying common factor in all the methods involve a series of structured in-depth interviews, focusing on the customer's experiences with the current products or alternatives within the same categories under consideration. A thorough analysis through VOC methods enables the product development team to own the design process effectively and efficiently, producing tangible results and meeting the customer's expectations.

Leveraging the Voice of Customer (VOC)

The voice of the customer needs to be heard and listened to. VOC methods are very effective in measurement of customer satisfaction and also helps make service and product improvements. Depending on the goals and objectives of a company, the VOC data can be leveraged to attain numerous benefits: Customer retention Customer satisfaction leads to customer retention. Strategies and the VOC transaction data help organisations understand the factors that develops loyalty through data modeling and customer research. This is the primary point for improvement. Service and product improvements One of the most basic uses of leveraging VOC data is that this application can be easily administered to improve customer satisfaction. Improved customer satisfaction in turn, enables an organisation's ability to identify and prioritise business improvements. New product opportunities Companies with a research and development units constantly strive to innovate and evolve. VOC data is a rich source for ideas and suggestions. Reliable information VOC data is the most reliable and systematic method of collecting customer feedback and to determine the pulse of your customers' needs and requirements. It helps to formulate actionable objectives. Organisations are equipped to tailor their products and services to customer's specifications and needs. Customer driven quality Quality has gained a lot of importance and six sigma has emerged as an excellent quality control system that widely uses VOC as a means to determine critical to quality (CTQ) requirements. Quality programs recognise customer satisfaction is a key driver for profits.

Same category articles Consumer culture

How to fix your credit score?

How to fix your credit score?

Before you apply for a mortgage, loan or credit card, you need to take steps to improve your credit history. a poor credit rating can be overcome by correcting mistakes on your credit report and managing your credit obligations differently. there are no quick fixes, but you can reduce the cost of borrowing and increase the likelihood of creditor approval in the future.
The pros and cons of free business directories

The pros and cons of free business directories

Business directories or web directories are lists of classified businesses. when internet consumers need to search for a particular business, they simply have to visit such directories. these directories are ideal for small business and local business advertising as they provide relevant information which will be helpful to consumers. however, there are some pros and cons involved in a free business directory.
How can I improve my credit score?

How can i improve my credit score?

A credit score is one’s creditworthiness rating which is based on the credit information obtained from the credit information bureau. the credit score rating is used by banks and credit card companies to determine if you qualify for an advance loan, the credit line amount and the interest rate, therefore, it is important to always improve my credit rating. find more about credit scores in this article.
How to avoid useless customer service phone numbers

How to avoid useless customer service phone numbers

Is contacting the business customer contact centre driving you up the wall? stay calm and remind yourself that there is more than one way to contact a company. calling by phone may sound fast but there are other more effective methods which you can use and many people have had their problems solved through the latter. read on for more information.