Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Voice of the Customer: As Essential as Oxygen

Feedback from customers is like oxygen. Your organization has to have it to survive and thrive. Voice of the Customer, or VOC, is the process of listening to and really understanding customers. It’s more than simply analyzing survey data. When you analyze feedback from many sources, it’s so valuable. A whole new world comes into focus.

Consider how well your organization is listening to the Voice of the Customer in this video from my LinkedIn Learning course “The 10 Pillars of Customer Experience.”

Pillar 3: Voice of the customer from The 10 Pillars of Customer Experience by Brad Cleveland